Online self-service is great, in theory. In practice, it often means you’re spending way too much time trying to find the answer to your question.
Customer engagement platform Pegasystems is hoping to change that, with the launch this week of its artificial intelligence (AI)-powered Self-Service Advisor for desktop and mobile web sites.
Installed with a line of code, it tracks behavioral patterns of anonymous users and displays the kinds of links and info they may really want. For identified users — who are logged in or who have logged in previously and received a tracking cookie — it can also draw upon information in Pega’s customer relationship management (CRM) system.
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