News : Pega Accelerates Customer Service With Expanded AI and Virtual Assistant Enhancements
Cambridge, MA, USA, Oct. 25, 2017 -- Pegasystems Inc. (NASDAQ:PEGA), the software company empowering customer engagement, announced new artificial intelligence (AI) and virtual assistant capabilities in Pega solutions to enable faster and more effective responses to customer service requests across channels. These features instantly analyze incoming chat messages, emails, and phone calls in real time so organizations can immediately understand their customers’ needs and more quickly connect them to the right information. This helps shorten time to resolution, eliminate errors, and improve customer satisfaction while reducing the burden on service agents.
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These new capabilities will be available to customers by the end of October with the release of the latest versions of Pega Customer Service and Pega Platform.
"When it comes to satisfying your customers, every second counts in the digital world. This is why many of our clients turn to our AI-powered solutions to help bring fast and accurate resolution to service cases coming in from any channel," said Don Schuerman, CTO and VP product marketing, Pegasystems. "These latest features reinforce Pega’s vision on the role of AI in augmenting the workforce – giving agents access to insights and knowledge that elevates their performance. This, in turn, will allow organizations to deliver unprecedented experiences in the most demanding and competitive environments."
Posted by Veronica Silva Cusi, news correspondent
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