Pegasystems Introduces Robotic Accelerators for Customer Service

The capability is designed to let organizations quickly provide service agents with task-specific bots to simplify their work, increase productivity, and improve customer experience.

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Pegasystems Inc. (Cambridge, Mass.) has launched Robotic Accelerators for Pega Customer Service, which the vendor says will make it easy to deploy personal desktop robots to help customer service agents automate their most mundane and repetitive tasks. The capability will enable organizations to quickly provide service agents with task-specific bots to simplify their work, increase productivity, and ultimately improve customer experience, according to a Pegasystems statement.

Pega presents the Robotic Accelerators as answering the difficulty caused by customer service representatives struggling to meet risking consumer service expectations while equipped with legacy systems that have grown increasingly complex to use. “A typical agent must toggle between dozens of applications and screens dispersed across the enterprise as they try to focus their attention on the customer,” the Pega statement says.

The vendor’s new Robotic Accelerators for Pega Customer Service will allows organizations to simplify their desktops and eliminate low-value work by quickly deploying personal bots designed to handle common service agent tasks, the vendor continues. That will free agents from cumbersome manual processes that slow them down, such as re-entering the same information across multiple systems, according to Pega.

The new Acclerators are built on Pega Robotic Automation and allow for rapid integration of personal desktop robots into agent workflows, according to Pega. The vendor describes the first set of task-specific accelerators as follows:

Start My Day: Enables agents to sign into all applications they use with a single click, saving them valuable minutes to begin or resume their work day.

Call Wrap: Captures all notes and actions taken from a service call and populates them into all systems that need the information, allowing agents to quickly transition between calls.

Shortcuts: Improves usability of existing applications with prebuilt core task shortcuts that automatically launch their favorite or most used functions.

At-A-Glance Customer View: Retrieves contextually relevant customer data from disparate applications in a centralized, easy-to-consume format so agents have the data they need to service a transaction at a glance.

Pega says that additional bots can be quickly configured and deployed with Pega Robotic Automation to streamline other unique tasks and workflows. All bots are automatically unified within Pega Customer Service, the application the vendor says enables service teams to anticipate customer needs, connect customers to the right people and systems, and automate or intelligently guide each step of each interaction.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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