Wednesday, June 5, 2019

PegaWorld 2019, Day 2: Pega Demonstrates Empathetic AI Solutions

This is big news! Organizations have been viewed, rightly so, as cold-hearted and only after their own goals. Now organizations can dial in empathy as needed with the addition of Empathetic AI. There was an actual demonstration by Dr. Rob Walker from the stage of variable warmth of customer service actions and offers considering the past history of individual clients. This is groundbreaking, but won't be released until 4Q 2019. If I ran a company that wanted to balance customer and organizational goals in a dynamic fashion, I'd be standing in line to get a chance to see if my organization could benefit from Empathetic AI. While organizations will have to learn how to tune the empathy switches over time, just having this feature should be a boon to organizations trying to balance great customer journeys with hardcore processes.


While there were presentations on leveraging innovation to become really digital and more digital heroes, Empathetic AI stole the show. Click here for Day 1 highlights of  Pegaworld Day 1. Lost in the shuffle was some proof points that organizations need to look themselves in the mirror when it comes to the reality of their customer service. Pega commissioned a survey of companies and clients to find out that 89% of executives think the customer is great while only 50% of their customer think so. This is a huge gap that can be closed by Empathetic AI embedded in a customer-focused solution like Pega has done. Get in line for a solution focused and embedded dial a heart. 


FROM COLD TO WARM by EMBEDDING EMPATHETIC AI




To watch this highly recommended session, click here

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