Pegasystems Adds New Tools for Contact Centers Agents

A properly trained customer service staff can do wonders for building a reputable brand. But in the current climate, keeping up with customer demands is getting tricky. Staffing shortages are putting more pressure on agents, and even the best workers are having trouble maintaining the quality customers expect.

Realizing the burden many contact center agents are facing, Pegasystems, a provider of customer engagement software solutions, recently announced the launch of new Voice AI and Messaging AI assistance tools for the Pega Customer Service platform. With these new add-on tools, agents can use artificial intelligence to automatically pull relevant customer information to speed up inquiries. Agents can also benefit from automated data entry and validation support, in order to spend less time with tedious tasks.Contact center managers can also utilize NLP compliance tools to notify agents when they deviate from scripts.

Leaders with the company openly admit there are a number of solutions on the market with similar capabilities, but they believe none are as “fully formed” as Pegasystems (News - Alert) solutions. The company is also actively working to increase the speed and functionality of these tools, in order to help agents immediately in natural conversation.

Sabrina Atienza, Pegasystems director of speech product management, told TechTarget, "If it's five seconds, that just feels too slow, it's just not quite real-time enough. It may not be relevant anymore. The conversation may have already shifted, "So, we're looking at one- to two-second responsiveness for AI suggestions."

PegaSystems new line of contact center tools is currently available for Pega Customer Service customers using version 8.6.1 and beyond.

Edited by Maurice Nagle