Pegasystems’ Post

'Eating your own Cake' is the best proof for showing the commitment of the product & the value it can deliver. Pega CIO David Vidoni joins CX Dive for in-depth look at how Pega used its own Pega hashtag #GenAI Knowledge Buddy to see a 65% reduction in support tickets. 👏 Learn more: https://pe.ga/4coBH7V

The latest Washington DC release introduces the ServiceNow® Now Assist for CSM application, bringing generative AI to Customer Service Management. Enhance productivity and efficiency by offering better self-service options, suggesting actions, and providing quick answers. With Now Assist for CSM, you can: 🔹 Boost Efficiency: Automate and streamline your customer service processes like never before. 🔹 Enhance Resolution Quality: Benefit from AI-generated summaries and resolution notes for quicker and more accurate service. 🔹 Gain Deeper Insights: Utilize intelligent analytics to understand your customers better and anticipate their needs. 🔹 Stay Ahead: Continuously improve with the latest AI technology, keeping your services cutting-edge. Exciting highlights for the #WashingtonDC release include: 🔸 Determining availability of case skills and resolution notes summarization based on specific conditions. 🔸 Restricting availability of case summarization and resolution notes generation by user role. 🔸 Attributing roles to case activities and resolution notes summaries to enhance quality. Mergen is your go-to guide for integrating this powerful tool into your system, ensuring you maximize its benefits from day one. Ready to elevate your customer service game? Contact us and let’s make it happen together! https://lnkd.in/gKGsBNJQ #ServiceNow #ServiceNowWashington #ServiceNowRelease #ServiceNowPartner #ServiceNowCSM #NowAssist #CustomerService #Mergenitllc

📣Calling all Financial Services professionals... Join ServiceNow and Insight 2 Value for an engaging and interactive breakfast discussion on "Exploring Consumer Duty and how technology can help or hinder." 🗓️ Date: Tuesday, September 12th 🕗 Time: 8:00 AM - 10:00 AM 🏛️ Venue: The Ivy City Garden A special guest speaker from the Financial Ombudsman Service will delve into the expectations and potential impact on complaints handling for financial services organisations. Insight 2 Value will lead a session on 'A better way to manage complaints', exploring how automation and generative AI could lead to cases being resolved sooner and with improved outcomes for all parties involved.   Attending the breakfast event will provide you with a unique opportunity to network with industry peers and engage with experts. You will see the ServiceNow platform in action, find out how you can transform your customer workflows, and leave with enhanced knowledge to better respond to the needs of all of your customers. We hope to see you there! Register now as places are limited - https://lnkd.in/e3qzMFbr #financialservices #consumerduty #technology #innovation #servicenow #customerexperience #networking

🚀 Elevate Your Business with Pega: The Ultimate Solution! 🌟 In today's dynamic business landscape, staying ahead requires innovation and agility. That's why I'm thrilled to share how Pega can be the perfect fit for businesses looking to thrive in this digital era! 💼 Pega offers a unique blend of cutting-edge technology and comprehensive solutions that can truly transform your business. Here's why Pega is a game-changer for us: ✨ Adaptive Intelligence: Pega's AI-driven capabilities enable us to make smarter decisions in real-time. By analyzing data and customer behavior, we're empowered to respond swiftly to changing market demands. 📊 Data-Driven Insights: Pega's robust analytics provide us with actionable insights, helping us understand our customers on a deeper level. This means we can tailor our offerings to precisely match their needs. 🔒 Security and Compliance: Pega's focus on security and compliance gives us peace of mind. Our sensitive data is protected, and we can confidently meet industry regulations. 🚀 Operational Efficiency: Pega's streamlined processes and automation have optimized our workflows. This not only boosts efficiency but also frees up resources for more strategic tasks. 💡 Customer Engagement: Pega's tools for personalized customer engagement have elevated our relationships. We're delivering tailored experiences that resonate, driving customer satisfaction. The impact of Pega on our business has been truly remarkable. If you're seeking a technology partner that can propel your growth, enhance customer experiences, and empower your team, Pega is the answer! 💪 #Pega #DigitalTransformation #AI #DataDriven #CustomerEngagement #Innovation #OperationalExcellence

Having an open architecture allows amazing technology to work seemlesly together. Here AntWorks CMR+ technology works so well with Pega and delivers staggering results across so many industries. A great collaboration that still blows my mind when I see it working in production! Pega's E-mail bot has NLP capabilities to extract text data from mail body and perform sentiment analysis. With AntWorks' CMR+ integration, Pega can now receive relevant data from any text/ image-based attachment (like JPEG, TIFF, and image PDFs) with lightning speed, and support downstream case processing (by applying business rules, exceptions, triaging data or creating sub-cases) based on data extracted from attachments. Watch the demo.

Driving Manufacturing Excellence through ServiceNow Customer Service Management In a rapidly evolving manufacturing landscape, efficient customer service is not just a differentiator but a necessity. A leading manufacturing customer, faced with escalating customer demands and complex service requirements, sought to transform its customer service operations. They turned to ServiceNow and partnered with our team to implement ServiceNow CSM to streamline their service processes and enhance customer experiences. Challenge: The manufacturing customer faced several challenges in their customer service operations: Fragmented Systems: Multiple disparate systems led to inefficiencies and siloed data, hindering a holistic view of customer interactions. Manual Processes: Manual processes and legacy tools resulted in slow response times and limited automation. Lack of Visibility: Limited visibility into service requests and customer issues prevented proactive resolution and hindered decision-making. Poor Customer Experience: Cumbersome processes and lack of self-service options resulted in a subpar customer experience. Solution: Our team collaborated closely with the customer to design and implement a comprehensive ServiceNow CSM solution tailored to their unique requirements. The key components of the solution included: Unified Service Platform: ServiceNow CSM provided a unified platform to consolidate customer interactions, enabling a seamless service experience. Automated Workflows: Automated workflows streamlined service processes, reducing manual effort and improving response times. 360-Degree Customer View: A 360-degree view of customers and their interactions empowered agents with contextual information to provide personalized service. Self-Service Portal: A self-service portal empowered customers to resolve issues independently, reducing dependency on support teams. Results: The implementation of ServiceNow CSM delivered significant results for the manufacturing customer: Enhanced Customer Experience: The self-service portal and personalized service interactions led to a 30% improvement in customer satisfaction scores. Improved Efficiency: Automated workflows and streamlined processes resulted in a 40% reduction in resolution times. Increased Visibility: Real-time dashboards and analytics provided actionable insights, enabling proactive issue resolution and better decision-making. Cost Savings: The efficiencies gained from the implementation resulted in a 32% reduction in service delivery costs. Scalability: The scalable nature of the ServiceNow platform allowed the customer to easily adapt to changing business needs and scale their service operations. #ManufacturingExcellence #CustomerServiceTransformation #ServiceNowCSM #EfficiencyImprovement #CustomerExperienceEnhancement #Automation #SelfService #CostSavings #Scalability #InnovativeManufacturing Pushkar Singh Anil Khanna Abhinav Mehta Agman Kapoor Kapil Tyagi Rashmi Gupta

Pega Platform™ '24.1 introduces several significant enhancements, particularly in leveraging generative AI technology to streamline automation and enhance development processes: 1. Pega GenAI Blueprint: This feature enables the creation of new applications based on AI-powered definitions, providing optimal application designs quickly by leveraging a repository of workflow best practices. 2. Pega GenAI Autopilot: This powerful feature automates complex and repetitive tasks within Pega Platform applications, increasing efficiency and productivity by providing time-saving tools for various elements such as Case Life Cycles, field values, and Views. 3.Pega GenAI Coach: Integrated into Constellation applications, Pega GenAI Coach acts as a generative AI-powered mentor, offering proactive advice to users for achieving optimal outcomes. Coaches can be configured to tailor advice to specific organizational objectives and employee needs. Other notable updates in '24.1 include enhancements in low-code application development, case management, conversational channels, data management and integration, decision management, DevOps, mobile development, insights, security, system administration, and user experience. Moreover, the release notes mention resolved issues, existing known issues, and deprecated features and deployment options to ensure users are informed about maintaining their applications up-to-date with fully supported features for improved security and reliability. https://lnkd.in/gQxDKWRt

Three types of Predictions are offered by Pega Prediction Studio Customer Decision Hub Prediction: These predictions are used to anticipate customer behavior, such as identifying customers who are likely to leave or predicting the probability of a customer engaging with a web ad. For example, the platform can predict which customers are likely to churn, allowing the business to take proactive measures to retain them. Case Management Prediction: In contrast, case management predictions are utilized to automate and enhance case-related processes. It is used to improve efficiency and effectiveness in Case Management. For instance, this prediction is used to predict the outcome of a case or can be used to distinguish regular from complex claims, detect claims likely to miss deadlines, and route them to the appropriate personnel, thereby improving efficiency and customer experience. Text Analytics Prediction: Text analytics predictions, on the other hand, are used to extract insights from unstructured text data in customer interactions. For example, these predictions can be employed to detect the topic of an incoming message, extract entities (such as account numbers or addresses), and determine the sentiment expressed in the text. This can help route or prioritize customer feedback based on the detected topics and sentiments. #pegadev #pega

🚀 Excited to share the power of Pega - the game-changing platform for intelligent automation and customer engagement! 🌟 In the age of digital transformation, organizations need innovative solutions to stay ahead in the market and provide exceptional customer experiences. That's where Pega comes in! 💼 Pega is the leading low-code automation platform that enables businesses to drive operational efficiency, enhance customer satisfaction, and fuel business growth. 🚀 With Pega's AI-powered capabilities, businesses can automate processes, make data-driven decisions, and engage customers across every channel, seamlessly. 💡 Key features of Pega include: ✨ Intelligent Automation: Streamline processes and workflows with intelligent automation, reducing manual efforts and improving productivity. 🎯 Customer Journey Orchestration: Deliver personalized and consistent experiences across the entire customer journey, leaving a lasting impression. 📈 Real-time Analytics: Leverage real-time data insights to make informed decisions, identify opportunities, and solve challenges proactively. 🔒 Robust Security: Rest easy knowing your data is protected by Pega's enterprise-grade security features. Having experienced the transformative power of Pega, I can confidently say it's a game-changer for any organization seeking a competitive edge! 💪 If you're looking to enhance operational agility, drive customer satisfaction, and accelerate your digital transformation journey, give Pega a try! 🔝 #Pega #IntelligentAutomation #CustomerEngagement #DigitalTransformation #AI #LowCode #operationalexcellence

⚡ BREAKING NEWS! Thirdera and Cognizant are honored to be named as award recipients in the 2024 ServiceNow Partner Awards program. Thirdera was recognized as the 2024 ServiceNow Customer Workflow Partner of the Year - Worldwide for using the Now Platform to deliver a frictionless customer experience, speed and convenience that exceeded expectations, and a reduced cost to serve. Additionally, Cognizant was named the 2024 ServiceNow Elite Service Provider Partner of the Year - Americas for excelling in operations and management of ServiceNow licensed instances for their clients. Read our blog to learn more: https://hubs.ly/Q02mMlvw0 #thirdera #cognizant #servicenow #partneroftheyear