Pega Customer Decision Hub helps American telco giant save $1 million a month
Virtusa determined that the Pega Customer Decision Hub, which leveraged adaptive modeling, was a great fit to help the client provide a better customer experience.
Features of the solution implementation include:
Adaptive, self-learning models (AI) that combined insights/intelligence and business prioritization policies in real-time for each interaction at an individual customer level
Prioritizing future customer intent through customer interaction history – meaning that live feedback from the customer is continuously updating and teaching the adaptive AI what the next best action is at any given moment
A consistent, cohesive customer experience that is maintained across multiple channels; each touchpoint is informed and guided by the last, no-matter where the last interaction was with the customer
Ensuring process improvements with digitization and machine learning (ML)