Hyderabad: Pegasystems Inc launched Pega Intelligent Virtual Assistant, an artificial intelligence (AI) powered bot that easily turns applications into smart assistants on any channel – from SMS and email to Facebook, Alexa, Slack, and more. Pega evolves bots from simple chat and data fetching novelties into sophisticated digital agents that anticipate people’s needs, make helpful suggestions, complete complex tasks, and provide exceptional experiences.
Today’s chatbots and virtual assistants don’t provide the human-like experiences they have been promised to deliver. Customers and employees are left with one-dimensional interactions in stilted language that perform only the simplest of tasks and add little value. According to Pega’s new global survey on AI, only 20 per cent of consumers prefer chat-based customer service, and 80 per cent still want a live human typing on the other end. Meanwhile, developers struggle to build and manage even more bots for the latest channels and establish a connected experience between them all.
Pega Intelligent Virtual Assistant overcomes these shortfalls by extending any Pega enterprise application to any conversational interface. It turns these channels into intelligent assistants that make personalised customer service and real work possible using natural language in voice or text. This makes bots more intelligent, useful, and gratifying for customers and employees to use in a variety of scenarios.
A banking bot alerts a customer checking her balance on Alexa to a suspicious charge, opens a charge dispute, and orders her a new card – all in the same session using natural language.
Pega Intelligent Virtual Assistant comes pre-configured to extend to Facebook Messenger, Alexa, and Google Home. Business users can easily build their own extenders to other popular messaging apps such as WeChat and Skype, as well as business collaboration apps such as Slack and Yammer. Organisations can test their bots with an integrated simulator in the native interface, ensuring the virtual assistant responds as intended before it goes live.