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AI With Heart: Pega Launches First Customer Empathy Controls for BusinessLAS VEGAS, June 4, 2019 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the software company empowering digital transformation at the world's leading enterprises, today at PegaWorld introduced Customer Empathy Advisor – a new capability of Pega® Customer Decision Hub that helps companies use AI to build more sustainable customer relationships. The feature allows organizations to increase the level of empathy in AI-assisted conversations so they can build more trust, loyalty, and value with each customer. AI works quietly behind the scenes in all types of customer interactions – from marketing to sales to service. Yet despite businesses' best intentions to use AI to make customers happier, most AI just adds more spam to people's lives, sacrificing long-term loyalty for a few short-term sales. Now as AI becomes easier to deploy, the debate on the ethics behind it has only intensified. For example, just because AI could likely sell a high-interest loan to a low-income family doesn't mean it should. How can companies use AI to balance the best interests of both the company and the customer? For the first time, organizations can now operationalize empathy at scale for the mutual benefit of all involved. Customer Empathy Advisor provides businesses with an ethical framework to instill empathy in all customer engagements and measure the effect. At its core, the AI-powered Pega Customer Decision Hub analyzes customer data to guide customer-facing agents and virtual assistants to take the next best action with each customer. Its Customer Empathy Advisor feature takes this analysis one step deeper by examining how empathic these recommendations are and offers a more compassionate approach – which, contrary to popular belief, is often the most profitable strategy as well. Pega Customer Empathy Advisor takes a three-step approach to integrating empathy into enterprise decision-making: <>1. Analyzing empathy in any engagement
From there, engagement analysts can pinpoint which actions engender the most trust from customers and which repel them farther away from the brand. Using a simple intuitive slider, stakeholders can easily adjust empathy levels and see the impact the change has on relevant KPIs. 2. Predicting the Return on Empathy (ROE)
3. Putting empathy to work The Customer Empathy Advisor will be available for all Pega Customer Decision Hub clients near the end of 2019. It will also be demoed and on display this week at PegaWorld, Pega's annual customer conference now being held for more than 5,000 digital transformation professionals at the MGM Grand in Las Vegas. Pega Customer Decision Hub enables organizations to surface unique insights and recommend the next best action in real time on every step of the customer journey. It provides the centralized AI power across the unified Pega Infinity™ digital transformation software suite, which optimizes customer engagement and operational efficiency from end to end on a global scale. Quotes & Commentary Supporting Resources
About Pegasystems Press Contact: View original content to download multimedia:http://www.prnewswire.com/news-releases/ai-with-heart-pega-launches-first-customer-empathy-controls-for-business-300861167.html SOURCE Pegasystems Inc. |