Real-time omni-channel AI with guided interactions
Pega Customer Service 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
Product Overview
| Capabilities | Pega Email Bot | Agent Email | Web | Phone / IVR | Chat and messaging | Chatbots |
| 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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