Executive Summary

The promise of customer self-service has often fallen short. Traditional chatbots deflect but rarely resolve. Customers end up frustrated, while service costs remain high. The next frontier is agentic self-service—AI-powered journeys that not only understand intent but complete tasks end-to-end with governance, compliance, and seamless handoff to human agents when needed.

Pega Infinity ’25 accelerates this shift by unifying customer service across channels, embedding case management, and enforcing runtime guardrails for compliance and predictability. With Novitates, enterprises can design and implement service journeys that reduce costs, increase containment, and elevate customer satisfaction.

The State of Customer Service Today

• High Costs: Service costs continue to rise, with human agents spending time on repetitive, low-value interactions.
• Limited Chatbots: Most AI-driven chat experiences only answer FAQs and fail at complex transactions.
• Customer Expectations: According to Forrester, 70% of customers now expect self-service portals to handle full resolution of issues, not just initial queries.

Research highlights the urgency:

• Forrester reports that AI’s most effective role in service is capturing intent, summarizing cases, routing to the right agent, and guiding next best action.
• McKinsey projects that AI could contribute 0.1–0.6 percentage points of annual productivity growth globally through 2040, but only if paired with workflow transformation.

Pega Infinity ’25: From Deflection to Resolution

Infinity ’25 transforms self-service by:

• Modeling Intents as Cases: Customer requests become governed cases with SLAs, decisioning, and audit trails.
• Agentic Workflows: AI agents can complete tasks like resetting plans, disputing charges, or updating addresses.
• Seamless Handoffs: When escalation is needed, human agents receive full context, reducing handle time.
• Governance at the Core: Guardrails ensure AI doesn’t act outside policy, protecting both customers and enterprises.

The Novitates Advantage in Customer Service

As a Pega partner, Novitates helps enterprises move beyond chatbots to true agentic self-service.

• End-to-End Journey Design: We identify top intents, model them as Pega cases, and implement governed automation.
• Human + AI Collaboration: Our service frameworks ensure AI handles routine, while humans handle empathy-driven exceptions.
• Integration Expertise: We connect customer service workflows with CRMs, billing systems, and compliance layers.
• Continuous Optimization: Novitates monitors KPIs like FCR, AHT, and CSAT, refining processes for sustained ROI.

Measurable Business Outcomes

With Novitates and Pega Infinity ’25, service leaders can expect:

• First-Contact Resolution: Increase by 20–30%.
• Average Handle Time: Decrease by 25%.
• Containment-to-Completion: More requests resolved without human intervention.
• Customer Satisfaction: NPS/CSAT scores improve as friction is reduced.

Customer service is no longer about deflection—it’s about resolution. With Novitates and Pega Infinity ’25, you can unlock agentic self-service that completes journeys, reduces costs, and delights customers.

Partner with Novitates to transform your customer service with Pega Infinity ’25.