Pegasystems Launches Robotic Accelerators for Pega Customer Service

Pegasystems has launched Robotic Accelerators for Pega Customer Service, helping companies provide their contact center agents with task-specific personal desktop robots to automate mundane and repetitive tasks.

Robotic Accelerators for Pega Customer Service allows companies to simplify agents' desktops and eliminate low-value work by deploying personal bots designed to handle common service agent tasks.

Built on Pega Robotic Automation, Robotic Accelerators for Pega Customer Service allow for integration of personal desktop robots into agent workflows. The first set of task-specific accelerators include:

  • Start My Day, which lets agents sign into all of the applications they use with one click;
  • Call Wrap, which captures all notes and actions taken from service calls and populates them into all of the systems that need the information;
  • Shortcuts, which improves the usability of existing applications with prebuilt core task shortcuts that automatically launch their favorite or most used functions; and
  • At-A-Glance Customer View, which retrieves contextually relevant customer data from disparate applications in one format so agents have the data they need to service a transaction at a glance.

Additional bots can be configured and deployed with Pega Robotic Automation to streamline other unique tasks and workflows. All bots are automatically unified within Pega Customer Service.

"Already under increasing pressure from demanding customers, most service agents are forced to perform a juggling act between multiple applications and systems to complete the most basic functions of their jobs," said Don Schuerman, chief technology officer and vice president of product marketing at Pegasystems, in a statement. "Pega uniquely combines our industry-leading customer service application with built-in personal bots so agents can focus their attention back where it belongs: on the customer."

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Posted October 25, 2017