Pegasystems Inc. (NASDAQ: PEGA), the software company that crushes business complexity, today 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.
To ease this burden, Pega’s Voice AI and Messaging AI solutions act as copilots, supporting agents during customer conversations, including phone and messaging interactions (such as web chat and social media), to help service agents get work done quickly and accurately, improving both employee and customer experiences. While other voice and messaging analytics solutions focus on customer conversations after they’ve happened (such as call or chat transcripts), or sample some agents’ work for quality assurance, Pega’s Voice AI and Messaging AI solutions allow these capabilities to be applied in real time to entire service agent populations for increased efficiency.
About Pegasystems
Pega delivers innovative software that crushes business complexity so our clients can make better decisions and get work done. We help the world’s leading brands solve their biggest business challenges: maximizing customer lifetime value, streamlining customer service, and boosting operational efficiency.