Pegasystems has announced two new AI solutions – “Voice AI” and “Messaging AI” – for clients using Pega’s Customer Service platform.
Voice AI and Messaging AI analyse live customer service conversations in real time. The solutions then recommend steps for resolution to contact centre agents, in the hope of reducing resolution times and lowering agent effort.
Sabrina Atienza, Director of Product Management, Speech, Pegasystems, said:
“As demands on customer service teams become increasingly complex and agents feel more burnout, organizations need to empower agents with high-productivity tools to ease some of the burden and enable them to effectively respond to customer needs.“
“Pega Voice AI and Messaging AI help agents by removing some of the biggest frustrations from their jobs and guiding them through live conversations every step of the way. This reduces tedious, error-prone work for faster service resolution while also empowering agents to focus on responding to customers effectively and with empathy. This helps create better employee engagement and ultimately, happier customers.”
The solutions also analyse customer intent to guide agents. Using NLP, real-time intelligence, and speech-to-text analytics, Voice AI and Messaging AI offer contextual knowledge recommendation, script compliance, as well as integrations with existing softphones.
In December last year, Pega launched a new feature for its Customer Decision Hub to help marketers predict customer intent and adjust their approach accordingly.
