Pega Intelligent Virtual Assistant for Email

Make email work for you

The average person takes over a minute to recover from one email. Multiply that with the never-ending stream your organization receives, and well, that’s a lot of time – and a lot of room for savings. Employees and customers each suffer from the pain email can inflict. Imagine if you could give your employees an email assistant that could read, route, and respond to email so they can focus on more pressing matters? What if your customers enjoyed prompt personalized service instead of waiting in email limbo?

Beyond “automated” replies to real response

Routing email is a great start but why stop there? Tools that auto-respond? Are you trying to turn off customers? Pega’s Intelligent Virtual Assistant for Email does the heavy lifting for you. It automatically detects the intent of the email, picks up relevant information (like an account number), and automates the processing and response - And not just with an “automated” reply that feels impersonal.

Your Pega Intelligent Virtual Assistant for Email:

  • Understands human: Emails don’t need to come through in a pre-defined format. Your assistant is smart enough to understand intent, context, and automatically map vital information regardless of how long or unstructured a message may be.
  • Gets real work done: Whether it’s changing an address, requesting a new card, or entering additional information - your assistant acts as an extension of your team, relieving them of redundant and time-consuming task so they can focus on more important tasks.
  • Constantly learns: Every Email is captured and can easily be fed back into Pega’s machine learning algorithms to improve natural language processing until it’s ready to provide full self-service automation. This isn’t just an email processing tool – this is the backbone of an automated intelligent system.
  • Knows your users and spans channels: Pega’s assistant keeps context of the user’s journey including prior interactions and preferences. No matter how or where your users have chosen to interact before or after, rest assured that a consistent experience and service will be delivered through Email.
  • Reads images: Integrated Optical Character Recognition (OCR) capabilities detect sentiment and vital information from images. The perfect solution for PDF attachment-heavy workflows like loan origination and insurance claims. 

It’s easy to get caught up in the hype of new channels but good ole’ Email remains the single most used app in the organization – and it’s only growing. Your people have better things to do than check email all day and your customers deserve personalized experiences. Why not take care of both today?

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Related Resources

Data Sheet

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Pega Mobility

Pega makes it easy to increase mobile engagement through a sustainable and scalable UX design that moves at the speed of technology.

Webinar

Join Pega’s Anthony Abdulla, Director of Product Marketing of Mobility and UX, and Matt Lake, Director of Multi-Channel Technology, for an introduction to intelligent virtual assistants.

Study

Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying the Pega 7 Platform.

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