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Real-time omni-channel AI with guided interactions

Updated on January 7, 2022

Pega Customer Service for Financial Services provides the ability to deliver consistent and personalized customer service experiences across phone, web, email, chat, and messaging, without losing the context of the conversation. Voice AI capabilities are highlighted separately, in the next section.

Pega Customer Service for Financial Services Product Overview
CapabilitiesPega Email BotAgent EmailWebPhone / IVRChat and messagingChatbots
Intent detection / categorization
Auto-response notifications
Straight-through processing
Entity recognition and extraction (*illustrated in the figure after this table)
Sentiment detection
Text detection within images (OCR)
Suggested responses
Augmented Agent Assistant / Messaging AI (prompts the customer to populate field entries during a chat or messaging interaction)
Knowledge suggestions (including suggested replies and next best article) (*illustrated in the figure after the Voice AI table)
Proactive inquiry responses / suggested and selected cases (*illustrated in the figure after the Voice AI table)
Intelligent guidance, next best action
Dynamic scripting (per agent, sentiment, channel)
Personalized offers, proactive offers

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