First was the implementation of Pega Customer Service to help dynamically guide each service interaction, automatically adapt service delivery, and enable rapid response based on applicant data. The second was implementing Pega Customer Decision Hub to help determine next-best-action and optimize customer interaction, increase profitability, and customer satisfaction.
Key highlights of the solution included:
An intuitive workflow that prompted the agents to ask the right questions depending on applicant responses
The ability to learn from each customer interaction and refine predictions to enhance policy propositions continually
Adaptive analytics and next-best-action to understand customer behavior and predict the likelihood of the individual to buy a specific policy
Improving the data collection integrity with enhanced logic