PegaWorld 2019, Day 2: Pega Demonstrates Empathetic AI Solutions
Blog: Jim Sinur
This is big news! Organizations have been viewed, rightly so, as cold-hearted and only after their own goals. Now organizations can dial in empathy as needed with the addition of Empathetic AI. There was an actual demonstration by Dr. Rob Walker from the stage of variable warmth of customer service actions and offers considering the past history of individual clients. This is groundbreaking, but won’t be released until 4Q 2019. If I ran a company that wanted to balance customer and organizational goals in a dynamic fashion, I’d be standing in line to get a chance to see if my organization could benefit from Empathetic AI. While organizations will have to learn how to tune the empathy switches over time, just having this feature should be a boon to organizations trying to balance great customer journeys with hardcore processes.
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