Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
9 slides from Pegasystems's conference presentation, 2023
Slide 1: Accepting AI at T-Mobile: Driving Adoption to Achieve Business Outcomes
Consumer Group Accepting AI at AI STRATEGY & PLANNING Driving Adoption to Achieve Business Outcomes BRIAN SPRIGINGS LISA KRAVITZ Director Sr. Manager AI STRATEGY AI ORCHESTRATION
Slide 2: Centralized Decisioning at the Un-Carrier
NBA PLAY-BY-PLAY Centralized Decisioning at the Un-Carrier Where We Launch in Care Evolution Began 2018 2019 2020 2021 2022 2023 Design and Building for Scaling Up Development the Future
Slide 3: NBA Gives the Assist
NBA Gives the Assist • Un-Carrier means “We Won’t Stop” • From specialized queues to omni-skilled “Team of Experts” • The visual audit: optimizing handle time by automating the simple Average Handle Time Treatment vs Control +7% PILOT Accept vs Control +19% Where We Began Design & Dev Launch In Care
Slide 4: A Balanced Game Plan
A Balanced Game Plan • Un-Carrier means technology in the service of people • Track impacts beyond business case KPIs • Zone defense: prepare for challengers with a dynamic response strategy Net Promoter Score Treatment vs Control +0.2 pt Q1 2021 Response (Accept or Decline) vs Control +7.5 pt Where
Slide 5: Motion Offense
Motion Offense • A new, proactive strategy • Un-carrier means taking smart risks • Mitigate the “can of worms” – right time, right solution First call resolution Treatment vs control +2.0 pct pts 1h 2021 Response (accept or decline) vs control +3.3 pct pts Where We Began Design & Dev Launch In Care
Slide 6: Avoiding Fouls
Avoiding Fouls • Greenlight from Ops for expansion to consumer voice • Un-carrier means providing value, not demanding compliance • Investments in frontline engagement -1.5 Discussion Rate +7.4 pct pts from previous quarter 2H 2021 Q3 Q4 Where We Began Design & Dev Launch In Care Scaling Up Evolutio
Slide 7: Huddle Up
Huddle Up • Un-carrier means one team together • T-Mobile + Sprint integration meant major shifts in both tech systems and Care priorities • Evolving the operating model: governance • Scaling a frontline feedback method -18 +12 pct pts from previous quarter +56 NBA Call Volume 2022 Q2 Q3 Q4 Where We
Slide 8: Expanding the League
Expanding the League • Supporting omnichannel CX with AI CoE • Sharing accountability: NBA in the QGP • Un-Carrier means doing it the right way • Guiding a responsible approach Program Impact AAL Sales Rate T vs C +41 bps FULL YEAR 2022 Survival Rate T vs C +26 bps Where We Began Design & Dev Launch
Slide 9: Jump ball: Q&A
Consumer Group Jump ball: AI STRATEGY & PLANNING Q&A BRIAN SPRIGINGS Director AI STRATEGY LISA KRAVITZ Sr. Manager AI ORCHESTRATION