使用Pega GenAI™改造您的联络中心

TRANSFORMCONTACT CENTERSWITH PEGA GENAI™ Give your contact center agents the tools needed to speed upand improve caller response Contact centers are under pressure to deliver great customer experiences, keep costs down, and meetchanging customer needs. With smart AI tools, your contact center becomes a hub of efficiency andcustomer satisfaction. Let’s look at how Pega GenAI™ arms agents with the right tools through four usecases: centralize information, automate call transcription, accelerate app development, and deliverpersonalized coaching. 4 USE CASES THAT SHOW WHAT’S POSSIBLE WITH PEGA GENAI FOR AGENTS:CENTRALIZED INFORMATION HUB Call center agents waste time searching for information across different content sources, and theinformation isn't connected to a customer relationship management (CRM) system. Pega GenAI Knowledge Buddy™ connects agents to the knowledge they need, instantly. They can askquestions and get clear, quick answers on a centralized platform. Plus, each response includes a link to thesource document. BENEFITS One spot for all content, regardlessof the business line Integrates easily withCRM systems Agents can find what they need withkeywords or phrases Agents can update, organize, ortrack different versions of content Uses AI to suggest articles thatmatch the agent’s question and thecustomer's situation One spot for everything Policies:Call center agents need to pull policy information from all over—manuals,databases, and CRM systems. Knowledge Buddy brings everything together into onespot, so they can easily find what they need. Procedures:Every business line has its own way of handling customer inquiries.Knowledge Buddy centralizes standardized procedures, so agents can give consistent,accurate information. Customer information:Agents need quick access to customer-specific information,such as account details, claims history, and preferences. Knowledge Buddy connectswith CRM systems for easy access to this information. Regulations and standards:Agents must adhere to industry regulations and standards.Knowledge Buddy organizes this information for easy reference. FOR AGENTS:AUTOMATE CALL TRANSCRIPTION When agents manually transcribe calls or enter data into CRM systems, issues often arise, such as errors,misunderstandings, missed details, and inconsistencies. Voice AI automates call transcription and providesauto-populating features for agents. BENEFITS Minimizes wrap-up time byautomating transcriptions anddata entry Reduces errors that come withmanual transcription Improves customer interactions andoffers seamless experiences Solutions for every scenario Issue resolution:When a customer calls about a complex issue related to theirinsurance coverage, Pega Voice AI analyzes the conversation and suggests the right casetype for the customer service representative (CSR). Article recommendation:When a customer has a question about their policy, PegaVoice AI identifies keywords from the conversation and suggests the perfectknowledge article. Visual reminders and scripts:When an agent needs to help a customer with a process,like filing a claim, Pega Voice AI gives visual reminders and scripts, and keeps theinteraction consistent and accurate. Form field value suggestion:When a CSR fills out a form and needs to enterinformation from the conversation, Pega Voice AI suggests values for the form fieldsbased on the transcribed conversation. Personalized recommendations:When a customer often calls about a specific issue,Pega Voice AI reviews their past interactions and recommends actions or informationthat match their preferences and needs. Fraud detection:When a customer makes a suspicious claim, Pega Voice AI analyzesthe conversation for signs of fraud and alerts the CSR. Language translation:When a customer calls from a non-English-speaking region,PegaVoice AI translates the conversation in real time. FOR AGENTS:PERSONALIZED COACH Agents might not get the guidance and support needed to do their jobs well. Pega GenAI Coach™ givesagents tailored tips to improve their performance and efficiency. BENEFITS Increases agent productivity Improves customer satisfaction Reduces common errors Enhances compliance Tailor-made insights and guidance for every role Real-time coach:Pega GenAI Coach helps agents solve complex customer issues withreal-time suggestions. Performance analysis:Pega GenAI Coach looks at how agents interact with customersand gives simple, useful tips to help them perform even better. Skill development:Pega GenAI Coach recommends training materials and resourcestailored for the agent. Compliance guidance:Pega GenAI Coach helps agents navigate the ins and outs ofcompliance and offers tips on relevant regulations and best practices. Personalized recommendations:Pega GenAI Coach suggests personalized approachesbased on customer information. Workflow optimization:Pega GenAI Coach analyzes how agents interact and findsways to make things smoother