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Informative Article | Data & Knowledge Engineering | India | Volume 12 Issue 9, September 2023 | Rating: 5.5 / 10
Enhancing Customer Experience in Collections with Pega Chatbots and Virtual Assistants
Sai Kiran Nandipati
Abstract: This paper explores the integration of Pega Chatbots and Virtual Assistants in collections processes to enhance customer experience. The research delves into how conversational AI technologies, such as chatbots and virtual assistants, improve communication channels by providing customers with real-time responses and support. These AI-driven tools enable self-service options that empower customers to manage their accounts and resolve issues independently, reducing the need for direct human intervention. Additionally, the paper examines how these technologies offer personalized assistance tailored to individual customer needs, thereby increasing satisfaction and engagement. Through a detailed investigation into the methods and results of implementing these technologies within Pega BPM (Business Process Management), the paper highlights the significant benefits and challenges encountered. The study presents a comprehensive analysis of how Pega Chatbots and Virtual Assistants streamline collections processes by automating routine tasks, enhancing the efficiency of customer service operations, and reducing response times. Furthermore, it addresses the technological and operational challenges, such as integration complexities, data privacy concerns, and the need for continuous updates and training to maintain the effectiveness of the AI systems. The study concludes with insights into future research directions to further optimize these systems.
Keywords: Pega Chatbots, Virtual Assistants, Customer Experience, Collections Process, Conversational AI, Pega BPM, Self-Service, Personalized Assistance
Edition: Volume 12 Issue 9, September 2023,
Pages: 2199 - 2203