Cloud business management solutions provider Sage announced that their AI platform ‘Pegg’ has hit the major milestone of solving 1 million customer and employee queries since its launch.
Launched in 2016 as a conversational interface to assist small businesses with accounting administration, Pegg was quick to develop into a platform that later helped Sage with solving its own productivity challenges. Now, the company is embedding artificial intelligence and machine learning into its internal processes to enhance productivity.
Pegg’s milestone of solving 1 million queries has helped the company reduce customer service wait times, assist in simplifying and speeding up administrative functions such as travel, expenses, and recruitment, and helped free up staff by taking care of monotonous tasks, thereby enabling them to focus on enhancing the customer experience.
“Our vision is to bring humans and machines together in partnership to help us achieve our goals,” said Sanjay Almeida, Chief Product Delivery Officer, Sage. “We have reached this important milestone using the platform services available as part of Sage Business Cloud to reduce the administrative burden for employees. We are pleased to see that our employees and customers alike have embraced automation – decreasing call wait times benefits everyone, allowing customers to get on with the important task of running their business.”
Operating successfully for over eighteen months, Pegg has helped customers in the US, UK, France, Spain, Canada, and Australia to get answers to product-related queries with an ‘in-product’ smart assistant. Instead of having to call the help desk for every little query, customers can directly solve their queries with the click of a button. Some of the many use cases of Pegg include:
- Pegg for Customer Services – As the name suggests, this assists with the customer service needs of small businesses.
- Pegg for Travel and Expenses – This allows small businesses to collect and track business travel and accommodation expenses made by employees and executives.
- Pegg for Recruitment – This assists small businesses with various recruitment, onboarding, and documentation needs.
- Pegg for a more ethical AI economy and workplace – With increasing regulations for data privacy, this aids small businesses in making sure they are compliant.