WHITE PAPER
How to Reduce Escalations with Agentic Self-Service
Contact centers face growing demand, rising complexity, and workforce pressure. While self-service reduces simple enquiries, many interactions still require escalation.
This white paper explains how agentic self-service executes workflows across channels, enabling agents to focus on high-value interactions while improving resolution rates, consistency, and operational efficiency.
FREE DOWNLOAD
Agentic Self-Service – The Future of Customer Service Automation
What you’ll learn:
- Why deflection alone cannot solve contact center pressure
- How agentic self-service improves first-touch resolution
- The evolving role of human agents in autonomous environments
- Measurement frameworks for containment and quality
- Implementation considerations for service operations
Download your free copy now to discover how autonomous service can relieve operational pressure, empower agents, and improve resolution across every interaction.
Got something you’d like to know?
Commonly Asked Questions
What exactly is Agentic Self Service?
Agentic Self Service is an AI-powered solution that lets customers resolve even complex service requests on their own. It combines Pega’s workflow automation with Agentic AI to turn conversations into outcomes, managing intent, context, and execution seamlessly across digital channels.
How is it different from traditional chatbots or virtual assistants?
Traditional chatbots follow scripts. Agentic Self Service follows logic. Where most bots can only respond to pre-set questions, Pega’s agentic approach connects every interaction to real enterprise workflows. That means it can complete tasks end-to-end, like processing a claim, updating an order, or checking account eligibility, not just provide an answer.
In practice this means it can:
- Update downstream systems in real time by writing directly into core platforms like CRM, billing, claims, or fulfilment.
- Orchestrate multi-step workflows that span multiple systems and departments, rather than responding with static answers.
- Keep every actor informed automatically, triggering updates, notifications, and next steps for customers, agents, and back-office teams.
- Route work intelligently, escalating to the right person with full context when human involvement is needed.
- Maintain auditability and governance, ensuring every AI-driven action complies with business rules and regulatory requirements.
What problems does this solve for businesses?
It addresses three major pain points:
- High contact volumes that drive up cost and slow down resolution
- Fragmented experiences caused by disconnected systems and channels
- Compliance and governance gaps from unregulated AI tools
Agentic Self Service unifies these processes, delivering measurable improvements in efficiency, containment, and customer satisfaction.
What makes Pega’s approach unique?
Pega’s platform is built on center-out architecture, meaning AI decisions are governed by workflows that run consistently across every channel. This ensures transparency, auditability, and scalability that point AI tools can’t match. Every workflow becomes ‘agent fuel,’ making your self-service predictable, explainable, and enterprise-grade.
What kind of ROI can we expect?
Containing even 10% of contact center interactions through Agentic Self Service can deliver multi-million-dollar annual savings in labor and operational costs. Beyond savings, enterprises also see 40% faster handling times, 25% higher customer satisfaction, and improved employee productivity.
Is it safe and compliant?
Yes, that’s one of the biggest differentiators. All AI actions and recommendations run inside Pega’s governed, auditable workflow engine, ensuring every decision is transparent and compliant with your organization’s policies and industry regulations. You get innovation without risk.
How do we start?
The best way to begin is with a Blueprint Workshop led by Labb. In just a few sessions, we identify your best-fit self-service use cases, design quick wins, and estimate ROI, so you can move from concept to value quickly and confidently.
Start your Agentic Transformation
Book a Blueprint Workshop and discover how Agentic Self Service can transform your customer experience in 90 days.