Deutsche Kreditbank Adds Pega AI Assistant to Customer Service

Deutsche Kreditbank and Senacor have introduced an AI email assistant in several service centers, according to a press release. The system is based on Pega Customer Service from Pegasystems.

The assistant analyzes incoming customer inquiries, searches the bank's knowledge database, and suggests responses and subsequent actions. It also creates summaries, while employees retain authority over decisions and replies.

Deutsche Kreditbank plans to expand the assistant and deploy it in more service centers. The system will eventually help process a low single digit number of millions of customer emails each year. The bank has used the Pega Infinity platform to automate service processes since 2021.