We implemented Pega platform on the existing tech landscape of the client by delivering an improved mechanism to consolidate customer data from various input systems. The aim was to empower client's agents to be more independent while servicing customer base with:
- Displayed customer’s basic details and provided insights to agents on customer’s usage (broadband, fixed line)
- The view was restricted based on agent’s authorization
- Integration with Pega to provide recommendations to the agents for product that the customer might want to buy based on the assets that the customer holds and past customer feedback.
- Implemented Natural Language Processor (NLP) to analyze business's data to provide “Next Best Action.”