Cambridge, MA, USA, Feb. 8, 2022 -- Pegasystems Inc. (NASDAQ: PEGA), a software company, announced Pega Voice AI and Messaging AI, two new solutions that analyze live customer service conversations in real time to help agents quickly resolve service requests with reduced manual effort. These artificial intelligence (AI) solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading tedious manual processes such as error-prone data entry or searches, and analyzing intent to guide them to provide the most efficient, empathetic service possible.
As consumers increasingly turn to self-service, agents' roles are shifting toward knowledge work – requiring them to navigate more complex, sensitive issues with thoughtful and personal responses. However, most contact center solutions require agents to perform administrative tasks that take their focus away from higher-value work, impeding speed and quality of resolution. A new survey revealed only half of agents believe they can accurately capture customer information when manually entering it. About the same percentage say their customers are frustrated by service delays caused by toggling between apps to get the right information to solve their issue.
"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," said Sabrina Atienza, director of product management, speech, Pegasystems. "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."
Posted by Veronica Silva Cusi, news correspondent
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Published: Thursday, February 10, 2022
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