From AI Conversations to Data-Driven Decisions: Unlocking the Future of Customer Engagement
summary
Tobi is a 24/7 virtual assistant built on Vodafone DXL middleware with Genesys for chat/voice and an NLU stack moving to Microsoft while Greek language rules stay in-house. The system runs 154 journeys, exposes offers from a Pega low‑code decision hub on GCP (Kubernetes), and stores analytics in BigQuery fed by Dataform/Composer. Pega evaluates adaptive models and business rules, serves campaigns to ~1.4M targets/month, returns offers in under 1.2s, and relies on 66 microservices to reach 50% chat containment (≈22,000 self‑served of 44,000 contacts).
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chapters (7)
- 0:00AI-driven customer engagement
- 4:54Pega for campaign management
- 11:52Demo: Toby and Pega in action
- 17:44Toby for voice channels
- 28:29Data powers Pega decisions
- 34:54Key metrics and insights
- 35:16Q&A
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