List of Pega Voice AI Customers
Waltham, 02451, MA,
United States
Since 2010, our global team of researchers has been studying Pega Voice AI customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Pega Voice AI for Speech Recognition AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Pega Voice AI for Speech Recognition AI include: Elevance Health, formerly Anthem, Inc, a United States based Insurance organisation with 104900 employees and revenues of $171.34 billion, U.S. Bank, a United States based Banking and Financial Services organisation with 70000 employees and revenues of $27.34 billion and many others.
Contact us if you need a completed and verified list of companies using Pega Voice AI, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Pega Voice AI customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Elevance Health, formerly Anthem, Inc | Insurance | 104900 | $171.3B | United States | Pegasystems | Pega Voice AI | Speech Recognition AI | 2023 | n/a |
In 2023, Elevance Health, formerly Anthem, Inc, expanded its Pega Customer Service deployment by rolling out Pega Voice AI in the United States as a real time co pilot for member service agents. Pega Voice AI is deployed as a Speech Recognition AI capability within Pega Customer Service to support healthcare payer customer service and contact center operations in the U.S.
The implementation centered on the Pega Voice AI capability embedded into agent workflows to provide live speech recognition, transcription, contextual prompts, and automated call summarization to support agent decision making. Configuration emphasized low latency speech-to-text streams and inline agent assist screens within the Pega Customer Service interface, aligning with standard Speech Recognition AI functional patterns for conversational capture and guided responses.
Integrations were limited to the Pega Customer Service environment, where Pega Voice AI augments member service agents across Elevance Health contact centers in the United States. Operational coverage targeted payer customer service and contact center functions, and the deployment required updates to agent desktop configurations and call handling workflows to surface real time insights during interactions.
Outcomes reported on Pega’s customer page include a 3 minute reduction in average handle time, an 11 point increase in Net Promoter Score, and a 50 percent reduction in training time. These results are presented as part of the Pega Customer Service with the Voice AI capability case description for Elevance Health.
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U.S. Bank | Banking and Financial Services | 70000 | $27.3B | United States | Pegasystems | Pega Voice AI | Speech Recognition AI | 2024 | n/a |
In 2024 U.S. Bank deployed Pega Voice AI in its U.S. contact centers to augment customer service operations, initially targeting the credit card portfolio. The deployment uses Pega Voice AI and is documented on Pega’s customer page as Pega Customer Service augmented with Pega Voice AI, placing the work within the Speech Recognition AI category.
The implementation focuses on real time case suggestions, hands free documentation and conversational analytics, with Pega Voice AI delivering live transcription and suggestion feeds into agent workflows. Functional capabilities implemented include speech to text ingestion, automated cueing for case creation and updates, and conversational analytics to surface quality and trend signals for operations and quality assurance teams.
Architecturally the solution is embedded into the Pega Customer Service case management flow so conversational outputs feed directly into case records and agent interfaces. Integrations are centered on Pega Customer Service, enabling case suggestion and documentation automation to operate within existing customer service orchestration and agent desktop workflows.
Rollout began within the U.S. credit card contact center footprint and is scoped to customer service and operations in the United States, reflecting a portfolio phased adoption approach. The deployment produced about a 30 second reduction in handle time and a two point improvement in customer satisfaction as documented on Pega’s customer page.
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Buyer Intent: Companies Evaluating Pega Voice AI
- Lowey, Dannenber, Cohen & Hart, a United States based Professional Services organization with 33 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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