Ai4 Powered by PEGA

Ai4 Empathetic Collections

Improve your debt recovery rates while treating your customers fairly and enhancing brand loyalty

Enhanced contact strategy

Traditional methods of contacting customers (letters, phone, voicemail) are proving less effective than digital channels at recovering debt. Worse still, a lack of customer response often leads to increased efforts to contact them via unpopular channels, leaving customers feeling harassed at a potentially difficult time of their lives. Ai4 Empathetic Collections uses AI to derive the Next Best Communication method using previous contact history and customer preferences to promote a digital-first and personalised contact strategy for each customer to ensure they are contacted at the right time by their preferred channel.

AI-driven Next Best Payment Plan

Ai4 Empathetic Collections uses Pega’s AI capabilities to analyse key characteristics of customers’ 360° view including payment history, financial standing, previous behavior etc. to automatically derive a payment plan that provides the optimal chance of successful debt recovery, without unduly increasing the financial stress for the customer.

Automated case creation

For incoming emails, letters, chats etc., cases will be created automatically by applying Pega’s OCR and NLP features to extract the data required for downstream processing. Where the data is available, cases will be auto-routed to the appropriate team for fulfilment.

DocuSign Integration

The revised payment plan is automatically created and sent to the customer via Docusign for electronic signature and automatic case resolution when the signed agreement is returned.


Automates your employee journey from recruitment and onboarding to regular appraisal and offboarding


Interact with you new hires, capture all information required and manage the pre-boarding, day 1 and subsequent tasks across multiple departments. Orchestrate fulfilment of all tasks required to enable the employee to integrate into the company smoothly and efficiently .


Organise and manage fulfilment of mandatory employee workplace and skills training


Automatically schedule employee and manager appraisals and feedback.


Manage employee rewards and benefits.


Manage the fulfilment of all tasks needed when an employee leaves.


Allows HR, business managers and line managers to view the new employee pipeline, act on tasks required for new employees applicable to them and see feedback on both employees and managers.

DocuSign Integration

Negate the need for scanning, printing, signing, and sending documents manually

Digitise costly, time-consuming processes

Many organisations waste time and money manually processing documents requiring signatures. Ai4Process have removed the manual steps associated with document signature processing by integrating Pega’s market-leading Digital Process Automation (‘DPA’) platform with the market-leading Electronic Signature software, DocuSign™.

Secure, Legal and Visible

Sign, send and manage the document signature process in a totally secure environment that is legally compliant and provides a complete audit trail of both the document and the case processing it forms a part of.

Traceability and SLA management

Know where your document is at all times and use SLAs and intelligent work routing to prioritise the most urgent cases and ensure the most important work is dealt with first.

Paperless. Any device, anywhere

Negate the need for paper and keep business moving while you are on the move by our omni-channel capabilities so that you can process cases from the office or on your mobile devices – laptop, tablet, smartphone etc.

Improve accuracy and reduce mistakes

Ai4Process’s DocuSign Integration ensures documents are 100% accurate from transmission to receipt and they remove the possibility of partially signed or unsigned documents being returned, or unsightly rework on original documents when mistakes are made.

Delivery Management for Pega Express™

Consolidating all aspects of Pega’s delivery methodology to enable end-to-end management from a single Pega application

Pre-defined guided process

Ai4Process Delivery Management provides a guided process for a delivery professional to follow to help ensure adherence to the Pega Express™ methodology and enhance the likelihood of project success.

End-to-end Visibility

The tool provides the ability to visualise the entire project progress in a simple fashion, featuring an easy-to-use project log

Allows flexible approach – or not!

Ai4Process provides the ability to enable or disable various steps within the project life cycle so that the end-to-end delivery can be rigidly prescriptive or more flexible, dependent on the nature of the engagement and / or the maturity of the project team in terms of Pega Express™ delivery experience.

Provides single repository for project artefacts

All project artefacts such as PSRs, RAID logs, Case Type Backlogs, Product Backlog, User Stories etc. are stored in a common repository and available to all stakeholders and participants alike (subject to security and access rights).

Life Insurance Accelerator

A Customer Service for Insurance accelerator, with enhanced functionality to cater for Life Insurance processing

Life Insurance Specific Features

Features include new functionality for creating and persisting life Insurance policies, with enhanced back-end data models.

Real-Time Quotations

New real-time quotation generation engine, incorporating a risk assessment which includes wellness, lifestyle, and occupational factors.

Fully Customisable Risk Engine

Fully configurable risk thresholds enable businesses to adjust the amount of risk they are prepared to undertake when accepting straight-through quotations.

Intelligent Workflows

Intelligent processing of cases enables the identification of high-risk customers, and ensures they are routed to specialist teams and provides underwriters with the complete customer 360° view, thus allowing them to be able to refactor quotes quickly and effectively. 


Enhanced workflow for straight-through processing of standard Life Insurance applications, and enhanced referral and approval stages for handling higher risk applicants.



Omni-Channel Support

Customers enjoy a consistent experience across devices including mobile devices and web portals.


Sentiment Analysis for Pega

Gain priceless business insights from large data sources such as Twitter, Facebook, data lakes etc.

Real-life insight from social media / Big Data

Ai4Process Sentiment Dashboard helps businesses gather, learn, and use unstructured data available on social media or other large data sources to help them understand the feedback/sentiment about their products or services.

Large unstructured data feeds are analysed according to a predefined subject, trend or #keywords, and that data is then extracted real-time into the Pega dashboard for sentiment analysis. The extraction can also be scheduled at regular intervals or on-demand.

Data can be presented from multiple sources

The data can be gathered from multiple sources, such as different Twitter feeds or from regulatory sources, presented according to the organisation’s specific requirements by leveraging Pega’s sophisticated dashboard capabilities. 


Automated customer interaction

Ai4Process Sentiment Analysis extracts positive, negative, and neutral sentiments and uses advanced features of the Pega platform such as the NLP, AI and adaptive analytics so that automated feedback can be provided to social media users.

Helps ensure regulatory requirements

Matching and validating social media feeds with regulatory data sources, for example, Pharmacovigilance Adverse Events databases such as FAERS, helps highlight potential compliance breaches and allows organisations to take proactive action to avoid regulatory fines and reputational damage.



The AI4 Pharmacovigilance application extends the channels and features provided from the Pega Pharmacovigilance application and is designed around the challenges and trends for Pharmacovigilance in these uncertain times.

Increased Productivity

Allow company representatives to spend more time on value-added activities, due to minimized human touchpoints.

Multiple Channels

Alexa and Chat channels empower clients to log Adverse Events and Product complaints 24/7 without reliance on CSRs. 


Case management and Automation

Cases are created and false positives eliminated automatically.

Alexa Integration

Provides the ability to drive secure customer engagement via the Alexa channel

Enhanced Customer Experience

Ai4 Alexa allows customers to instigate an engagement with a service provider using their preferred method. This might be to ask for a new insurance quotation or to report an Adverse Event in the instance of Pharmacovigilance.

Improves accuracy and reduces rework

Ai4 Alexa uses guided processing to ensure all the relevant data is captured correctly and validated at the first time of asking.

Reduces effort for CSRs

By exploiting a voice assistant to control the initial engagement, cases are created automatically, meaning CSRs don’t need to use traditional channels such as email, voice, or letters to capture the necessary information to instantiate the request. This can lead to dramatically reduced effort in the Contact Centre.

Ai4 Alexa is smarter

Ai4 Alexa exploits some of the latest features of Alexa including Voice Profile activation and Account Linking, meaning the engagement is secure and personalised.