Knowledge is power
Make everyone an expert with Pega Knowledge
Pega Knowledge™ is a centralized knowledge management solution available as a standalone application or as an integration with Pega Customer Service™ or Pega Sales Automation™.
This knowledge solution gives your sales and service teams instant expertise while enabling powerful self-service experiences by providing immediate answers to customer inquiries. The results? Improved speed, accuracy, and first contact resolution for your team; lower volumes for your contact center; and more satisfying customer journeys.
Deliver the ultimate truth
This centralized knowledge solution enables you to share and reuse content across assisted and self-service channels for a single source of truth.
Automatic translation APIs quickly translate articles, while generative AI writes robust summaries and improves the tone and readability of articles – enhancing and accelerating the authoring process.
Empower your agents and customers
The search is over
AI finds the right article, at the right time
With an AI co-pilot on your team suggesting knowledge articles, agents always have the right info at their fingertips – no searching required.
Make knowledge part of the journey
Embed knowledge articles into workflows
Weave knowledge articles into case workflows and deliver informative, consistent experiences every time. Virtual agents can automatically send articles to customers while live agents can send articles in just one click.
Empower your customers
Provide knowledge-rich self-service options
Enable customers to self-educate and self-solve on their channel of choice. Customers can find answers 24/7 and even resolve their own issues by using step-by-step guided troubleshooters.
Supercharge Pega Knowledge with even more intelligence
Ask a question, and Pega GenAI Knowledge Buddy™ securely generates easy-to-read articles, giving agents and customers the answers they need – no searching or researching required.
– Brecht de Mulder, Director, Pega Customer Service Delivery, Telenet
For Telenet, a Belgian telecommunications provider, Pega Knowledge provides game-changing benefits by immediately presenting agents with relevant information, so they can focus on the customer instead of spending time searching for answers. Having a centralized knowledge solution also means that Telenet’s agents all see the same articles and can deliver consistent experiences across all customer touchpoints.
