Anybody who has checked out this weekly series probably knows I have a kind of infatuation with voice technology and conversational AI. I really look forward to the day where I can use natural language instead of typing, clicking and swiping for more of my interactions. Which is why I’m always on the lookout for progressions, evolutions and transformations that may be leading to a day when that may be getting closer to happening.

One of the areas where you’re seeing lots of interesting stuff going on in the area of voice tech is customer experience. And one way to improve that experience, particularly when you’re in need for assistance, is to have great interactions with a customer service agent who knows how to help you and can do it efficiently.

Earlier this week Pegasystems, a leading customer engagement platform, announced two new products, Voice AI and Messaging AI, that is looking to provide customer service agents with their own “co-pilot” to assist them in realtime as they help customers looking for immediate help. And I was able to speak with Sabrina Atienza, director of product management at Pega, to share her thoughts on how voice and messaging AI can help human agents provide a better experience for customers in need and turn them into brand ambassadors for the company.