Pegasystems Inc. (NASDAQ: PEGA), the software company empowering digital transformation at the world’s leading enterprises, today announced that Chartis Research, the leading risk technology analyst firm, has named Pega as the overall winner in the Client Lifecycle Management (CLM) category in its latest RiskTech100® 2019 report.
Chartis evaluated 100 risk providers overall and awarded Pega category winner status for CLM in its RiskTech100® report, a comprehensive study of the world’s major players in risk and compliance technology. It ranks the top 100 risk technology providers and identifies award winners in specific risk and compliance categories. Providers are evaluated across six criteria: functionality, core technology, strategy, customer satisfaction, market presence, and innovation.
Chartis Research has previously recognized Pega as a category leader in its RiskTech Quadrant® report for KYC systems. Pega CLM and Pega KYC provide large complex financial institutions with pre-defined industry best practices, including over 30,000 KYC rules for multi-jurisdiction and multi-product onboarding. Pega is the only vendor that provides a cross line-of-business solution – including corporate, institutional, wealth, and retail – and globally scalable CLM and KYC applications with inherent digital process automation, rules, process, case management, AI, and robotics. These industry-leading applications can be deployed in as little as three months to drive real outcomes from front to back office.
Pega provides deep in-house industry KYC and customer due diligence (CDD) regulatory and onboarding expertise coupled with best-in-class partnerships with leading data providers, a robust KYC regulatory rules engine, and front to back office transparency across digital channels. Pega’s global team of experts have deployed onboarding and KYC solutions for more than 10 years at more than 45 of the world’s largest global financial institutions as part of their digital transformation strategies.
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Consumers: Chatbots Still too Dumb to get the Job done | Pegasystems Certification Exam
Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, recently announced survey results from 3,500 global consumers that find most chatbots still aren’t smart enough to meet their high expectations. While most agree chatbots can be fast and convenient in certain situations, consumers cite a lack of intelligence as their top complaint against automated bots, and 65 percent still prefer a human agent on the other end of the chat.
Seventy-two percent of consumers generally find chatbots to be helpful to some degree, but the interaction quality can be quite mixed. The majority (58 percent) rank their chatbot experiences as merely ‘adequate’ – doing some tasks well and others poorly. Another 18 percent grumble how chatbots are ineffective or even annoying. Only 16 percent gave their chatbot experience a high quality rating.
Analysts expect chatbot usage to rise significantly in the next two years – a shift that could prove costly for brands that don’t evolve their bots. According to Gartner, “25 percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017.”
“As chatbots become more pervasive, the quality of the engagement has lagged significantly behind customer expectations,” said Ying Chen, head of product marketing, platform technologies, Pegasystems. “To truly depend on digital channels as the first line of defense in customer service, smart businesses need to unite their chatbots with the enterprise systems that can do real work – not just fetch bits of random information. At the same time, they must apply advanced artificial intelligence to deliver true personalized interactions in real time. The results of our global survey show that businesses still have a long way to go before consumers feel they can trust chatbots to give them an exceptional experience that can set a company apart.”
Best bots keep it simple
Consumers tend to favor chatbots for only the simplest queries that can be done quickly. The most popular chatbot use cases are:
Tracking an order (60 percent selected)
Finding basic information (53 percent)
Asking basic questions (49 percent)
The respondents also noted that fast service (56 percent), ability to engage on their own schedule (37 percent), and convenience (36 percent) are chatbots’ top benefits. When done well, 43 percent say chatbots can be almost as good as interacting with a human, while 34 percent disagree, and 23 percent don’t know.
Artificial intelligence or artificial stupidity?
However, speed and simplicity can only take today’s digital consumers so far. While most brands claim artificial intelligence power their bots, consumers’ top chatbot complaints include:
Not enough smarts to effectively answer questions (27 percent)
Lack of context in the conversation (24 percent)
Robot-like engagement with few human qualities (14 percent)
Similarly, the top reasons consumers would drop a chatbot session are when bots can’t answer their questions (47 percent selected), make them do more work than expected (47 percent) or are too vague in how they can assist them (43 percent). Separately, only 17 percent said they would use a bot to purchase goods and services, further muddying the path from bots to direct revenue.
In no mood for chit chat
The survey found a separate group that have yet to try chatbots at all and have no plans to start anytime soon. These bot holdouts, which skew towards a slightly older demographic, say they haven’t used chatbots yet due to:
Lack of any real exposure to chatbots (53 percent)
A personal preference to only engage with a human (30 percent)
Lack of knowledge on how to use chatbots (23 percent)
A full 45 percent of these consumers without chatbot experience said they won’t try one in the next year while another 30 percent aren’t sure, which presents a roadblock to companies trying to expand reliance on digital service channels. Only 25 percent of these non-users said they would be willing to experiment with a chatbot, albeit with some reluctance. Their biggest concerns stem from their lack of experience: they simply don’t know how to use chatbots (top concern at 46 percent), lack confidence in chatbot effectiveness (31 percent), or worry about security and privacy (27 percent).
Pega surveyed 3,500 consumers across the US, Canada, the UK, France, Germany, and Australia for this study.
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Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega Platform™ – empowers people to rapidly deploy and easily extend and change applications to meet strategic business needs. Over its 35-year history, Pega has delivered award-winning capabilities in CRM and digital process automation (DPA) powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results.
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Pegasystems Inc. - How To Reduce Churn And Boost Loyalty with Customers
The latest survey has shown that most Insurance Companies Missing Opportunity to Improve Loyalty and Reduce Churn
Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, recently announced the results of a new survey that revealed how consumers perceive their insurance companies. While the majority are very satisfied with their insurers (59 percent), this does not always equate to customer loyalty – 71 percent said simply receiving a lower price quote ranked as the top reason to change insurers.
A Pega-commissioned survey of more than 1,000 US-based consumers revealed just how price-driven they are: 63 percent of respondents ranked price as the most important factor when first selecting an insurer. Curiously, only 13 percent ranked customer service as their top factor, but with so many consumers willing to switch providers as soon as they see a better price, the onus is on insurers to provide the kind of proactive customer service that will give them an edge to secure long-term customer loyalty.
For insurers to create meaningful customer relationships that encourage long-term loyalty, they need to better understand three key areas surrounding customers’ current needs and preferences:
Insurers aren’t providing experiences to promote loyalty
When it comes to insurer satisfaction, there’s still room for improvement. Thirty-five percent of consumers report being only somewhat satisfied, with six percent either responding they are not very satisfied or not satisfied at all. Additionally, when asked when the last time an agent proactively reached out to them within the past year, nearly 40 percent of respondents said they had not or they didn’t remember. And when insurers do reach out, they’re not providing personalized experiences: more than half (53 percent) of respondents said their insurers only somewhat know their history and preferences. With a lack of personalized service and customer knowledge, there are no factors besides price motivating customers to remain loyal to their insurers.
Consumers are ready for advancements in customer experience
As buying habits and customer expectations shift, insurers need to evolve to accommodate these changing needs. And consumers believe their insurers can do it: 91 percent of respondents feel insurance companies can be innovative and cutting edge when it comes to their use of technology for better customer experiences. Many are also willing to share more data about themselves if it means better pricing and service, including auto mileage trackers (33 percent), smart home devices like doorbells and cameras (26 percent), and wellness incentives (22 percent).
Additionally, buying habits are seeing a generational shift when it comes to the use of technology: when asked how they buy their insurance products, 40 percent of 18-24 year olds buy online only, as opposed to only 19 percent of those 65 and up. It’s critical that insurers have the right technology in place to accommodate and provide better experiences for all consumers, particularly new generations of buyers.
But don’t forget about the basics
Despite this, the human element still remains a top priority – when ranking preferred methods of communication with insurers, phone calls were ranked first (60 percent), followed by email (43 percent), and in person (39 percent). The basic fundamentals of service still remain the same: the most important element of good customer service is quick resolution (42 percent), followed by personalized experience (28 percent). Ranking among the top reasons for bad experiences are long wait times (37 percent) and the issue not being resolved after first contact (23 percent).
Insurers are doing well enough, but if they want to keep their customers in a competitive and fickle market, they need to do more. To learn about how insurers can create meaningful customer relationships, visit Pega at booth 819 at InsureTech Connect from October 2 – 3, 2018 in Las Vegas.
Quotes and Commentary?
“In such a price-driven industry, insurers need to look at ways to not only keep costs down, but also to give customers a reason to be loyal so they don’t just chase the lowest quote,” said Jim Ryan, vice president and industry market leader, insurance, Pegasystems. “Insurers require AI-powered technology to quickly identify and respond to key engagement opportunities, while also providing the right channels of communication for multi-generational customers. By offering better, more proactive, and innovative service, insurers can create lifelong customers, while becoming a more attractive option for new customers.”
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