Choosing the right starting point for enterprise solutions is critical in the rapidly evolving technological landscape. The decision between leveraging Pega Customer Service (CS) or starting directly with a platform depends on customer interaction needs, use-case complexity, and long-term scalability.
Why Pega Customer Service (CS)
The future of customer service is all about quick resolutions and simplified experiences, which requires service providers to think beyond today’s call centers and contact centers. Customers want quick resolutions, but also resolutions with empathy. Pega Customer Service was created to help your reps deliver empathetic service. At Pega, our goal is to help you “Make every rep your best rep.”
Pega Customer Service cuts across silos with end-to-end automation, adapting to customer and agent micro-journeys across business dimensions. With contextual self-service using NLP, knowledge management, and out-of-the-box micro-journeys, contact center reps can deliver seamless experiences driven by customer history and case information. Pega Customer Service supports your reps with guided interactions, case suggestions, knowledge articles, and more, so your reps have the tools they need to deliver outstanding service more effectively and efficiently.
Now, let’s look at some of the Pega Customer Service features that will make every rep your best rep.
Pega Customer Service Desktop
To deliver empathetic customer service, you need a great desktop application. Pega delivers this desktop as part of Pega Customer Service. Reps and back-office workers use the Customer Service Interaction Portal to answer and resolve customer inquiries that originate from interaction channels such as phone, Digital Messaging, and email.
The Interaction Portal provides reps with intelligent, guided interactions by using artificial intelligence to anticipate customer needs based on customer and contact center context, and the portal provides them with access to knowledge articles to assist with complex service cases or customer inquiries. Each interaction offers a personalized experience for the customer with robust, dynamic Case Management capabilities to ensure accountability and resolution of customer issues. The Pega Customer Service desktop thoughtfully and intelligently delivers the information your reps need. The responsive layout doesn’t display everything at once in a cluttered experience. Instead, the desktop displays the information required to deliver service – whether it exists within Pega or other solutions.
One of the most significant benefits of using the Pega Customer Service Desktop is that your reps use the same desktop for all interactions – calls, messages, and emails. This reduces training time and ensures service consistency.
The images above display the different views of the Customer Service desktop interaction portal. The desktop is the same for all interactions, but the information display changes to reflect the addition of the message (chat) or email pane. Notice how the customer information is still displayed, but in a different format. The micro-journey is the same for all types, ensuring consistency. Using the same desktop for all interactions reduces training time and increases agent proficiency. This responsive desktop is one of the many benefits of using Pega Customer Service.
Managers use the Interaction Portal to resolve escalations, track their teams’ work, and generate insight reports.
Having a single place for service reduces or eliminates the need to swivel to other applications or screens. Your reps have what they need to take a call, answer an email, or chat with a customer so they can deliver excellent service.
Using Large Language Models (LLMs) for efficient service
Pega Customer Service uses embedded public large language models (LLMs). Pega GenAI will automatically summarize message transcripts between customer service agents (reps) and customers during the microjourney wrap-up process. Using the power of GenAI reduces the need for reps to write notes manually and significantly improves average handle times in contact centers. Here is a sample summary.
The summary may be edited if the rep feels something is wrong or needs to be added.
Pega Gen AI can automatically detect promises or commitments made to a customer from the call transcript or the live chat. During wrap-up, these reminders or follow-up tasks are listed for tracking as work.
In the example above, the rep tells the customer that he or she will call next Monday to confirm that the issue has been resolved. In that case, Pega GenAI treats it as a promise and automatically creates a case using the follow-up task microjourney. With this feature, reps can better ensure that promises are kept. This typically results in greater customer satisfaction.
Summary
Pega Customer Service offers a range of benefits for your customers and your Customer Service Reps. The customer service desktop, out-of-the-box microjourneys, conversational AI, GenAI, and other features demonstrate the power of the Pega Customer Service application and why it should be your choice for your contact center.