Pega AI Chatbot

Business Challenge

• High call volumes
• Reduction in operating hours
• Lesser workforce
• Long waiting times
• Reduced service availability

Solution Overview

• Extremely quick implementation. Start to golive in 4-6 weeks
• AI driven Chatbots can help answer common customer queries, 24x7 without any human intervention
• Chatbots integrated with your enterprise systems to provide real time information to customers
• Bolting a live chat option with the AI-Driven Chatbots, can enable the customer service agents to work remotely
• AI-Driven Chatbots can collect customer requests for offline processing & call back requests

Chatbot Capabilities

• Intent detection / categorization
• Auto-response notifications
• Entity Identification & extraction
• Sentiment detection
• Customer styling & branding
• Attachment & photo support
• Form based data collection in Chatbots
• Skill based routing, queuing
• Content linking and dynamic common phrases
• CSR availability management & transfer to queue
• Save & share chat transcripts
• Real time chat monitoring & reports
• Pre-chat questionnaire & customer feedback surveys

Solution Benefits

• At least 40-60% of chat queries contained by the Chatbot without human intervention
• Reduction in overall call volumes to the contact center
• Reduced waiting times for your customers
• Ongoing innovation and improvement to Chatbot capabilities