CAMBRIDGE, Mass., April 18, 2017 (GLOBE NEWSWIRE) — Pegasystems Inc. (NASDAQ:PEGA), the software company empowering customer engagement at the world’s leading enterprises, today 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.
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Despite the hype, today’s chatbots and virtual assistants don’t provide the human-like experiences they’ve 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 percent of consumers prefer chat-based customer service, and 80 percent 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 – part of the Pega® Platform – overcomes these shortfalls by elegantly extending any Pega enterprise application to any conversational interface. It turns these channels into intelligent assistants that make personalized 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, such as:
With decades of customer engagement and operational efficiency technology experience, Pega provides the most complete bot solution in the market by uniquely combining:
Pega Intelligent Virtual Assistant comes preconfigured 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. Organizations can test their bots with an integrated simulator in the native interface, ensuring the virtual assistant responds as intended before it goes live.
Pega Intelligent Virtual Assistant is available today as a key capability of the Pega Platform, Pega’s market-leading model-driven application development environment. It can extend most Pega applications – including CRM apps for marketing, sales, and customer service and any custom-built Pega apps – with conversational UX functionality. The Pega® Customer Decision Hub provides the virtual assistant with AI power to analyze information, anticipate needs, and make optimal decisions.
For more information on the new Pega Intelligent Virtual Assistant, including video demonstrations of it in action, visit https://www.pega.com/virtual-assistant. It will also be showcased at PegaWorld, Pega’s annual conference to be held June 4-7, 2017 at the MGM Grand in Las Vegas.
Supporting Resources:Product background: Pega Intelligent Virtual Assistant details and demosAI fact sheet: Pega Customer Decision Hub and Artificial IntelligencePlatform background: Pega Platform informationAI consumer survey: What Consumers Really Think About AI: A Global Study
Quotes & Commentary“Early bot adopters who bought in on the hype are finding that instead of getting closer to their customers on Facebook or Alexa, these disconnected experiences are actually driving them further apart,” said Don Schuerman, CTO and vice president, product marketing, Pegasystems. “Today Pega makes bots smarter and more intuitive to use while enabling a continuous experience from channel to channel. We believe this model serves as a new roadmap for the future of bots and how organizations will interact with customers and employees.”
About Pegasystems Pegasystems Inc. is a leader in software that streamlines business and enhances customer engagement in Global 3000 organizations. With more than 30 years of proven innovation, Pega seamlessly connects organizations with their customers across multiple channels in real time using market-leading CRM, advanced artificial intelligence, and powerful automation. Pega’s adaptive, cloud-architected applications – built on its unified Pega® Platform – empower people with comprehensive visual tools to easily extend and change applications to meet strategic business needs. For more information on Pegasystems (NASDAQ:PEGA) visit http://www.pega.com.
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