Pega Customer Service Reviews

I worked on customer service management. It's primarily used in the service area.

The customers have a lot of service requests and projects, such as changing addresses, checking inbox or balance summaries, viewing transactions, changing phone or email details, enrolling accounts, and managing user IDs or customer information. All of these fall under the service portal in Pega Customer Service.

We have automation, we primarily focus on building our own automation processes. There are two key aspects to this:

Firstly, each web application bundle (WAB) may have unique implementation details, leading to variations in automation across different events. 

Secondly, we leverage Pega's artificial intelligence capabilities to create blueprints. These blueprints act as guides, providing insights into specific domains and their use cases. 

For instance, if you input a particular domain, Pega's AI will analyze and present relevant use cases, processes, case scenarios, and other pertinent information. 

The most valuable feature of the solution is that it helps with the automation of end-to-end journeys for its users. Currently, with the solution's AI, it can respond, detect the voice of a person, or narrate a story to a customer. In simple words, the solution can speak with the customer like a real human being, and if they are not satisfied with the responses from the solution, further enhancements can be made in the AI training and models, the advantages of which can be leveraged at later stages. If a person is not at all satisfied with the responsibility of the solution, then a real human interaction would be required. The solution can also read through the emails and conduct a sentiment analysis based on the customers' responses, which may be on a positive or negative note. The solution can also provide users with suggestions on what needs to be done next.

The solution's pricing model might result from a strategic decision made by Pega and may not change based on the suggestions from its users. Clients are willing to pay for Pega since it provides them with the needed services. The only concern I have seen about the product is its prices. Pricing is an area that needs improvement.

We use Pega Customer Service for telecom, supply chain management, and insurance. 

The most valuable feature of the solution is case management and different configurations. 

Pega Customer Service is easy to use. It is very interactive and has many AI features, helping us with intelligent decision-making.

The product's pricing needs improvement. Additionally, it could be customizable as one size doesn't fit diverse requirements. They should invest in marketing and reach more potential customers.