Rapid Response Team

Identifying Geo Location
Available Services
Selected Services
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Engineer Portal

Access to Content For accessing the demo URL or Vimeo Link, you would need credentials. The credentials are hosted in the given Github repository and invitation has been sent to PegaCommunityHackathon@pega.com to access it. Please refer to the ReadMe* document in GitHub for accessing all contents.

What inspired us? We drew our inspiration from the problems we faced due to the lockdown imposed by governments as a result of the current COVID crisis and the power of technology leveraging Internet of Things (IoT) to solve those problems. Imagine the situation for someone whose boiler has gone dead while living in an area with sub-zero temperatures and facing lockdown imposition. Quiet petrifying isn’t it, as it will be extremely challenging for the customer to raise a service request with the company for getting his boiler repaired since company’s call centers are having huge call wait times and limited availability of the technicians to visit the customer premises and fix the issue. Our original idea was to conceptualize a boiler with an IoT sensor that can emit signals in case of any malfunctioning. The emitted signals can be processed by Pega’s Event Strategy Manager to automatically create a service case and send email/sms notification to the customer. In the backend, the business rules engine can automatically prioritize the service request based on the data points like customer’s pin code, prevailing weather conditions and lockdown restrictions at the customer’s location by having Google API integration with relevant data providers. As it was difficult to build the IoT based integration in such short span of time time, we have developed a Chat-Bot based solution for the customer to raise his service request. The remaining concept remains the same with the only difference that customer needs to raise the service request manually via the Chat Bot instead of automatic service request creation using IoT technology. The ultimate goal of our idea is to offer a complete end to end frictionless interaction experience to the customer.

What we learned? No one was prepared for the magnitude and scale of the economic crisis facing the world today. As a result, not even the smartest, savviest and customer centric company had ever prepared their service offerings for this kind of a global pandemic. But the COVID crisis has pressed the reset button, with significant implications for all the companies. So as an IT service provide company and Pega’s platinum partner, it is our duty to educate customers about the benefits of Digital Transformation projects that provides improvements in productivity, customer engagement and prepare them to face the uncertain future

Challenges 1) It was challenging to collect worldwide data regarding Covid crisis as none of the sites is readily available to provide service of required relevant data and we could get that as csv file only ... also importing all those data with no restrictions of boundaries in the pega internal data base was quite difficult and made the task even more challenging and consumed huge amount of time 2 ) Time Constraints in developing the demo, as we have to meet the deadlines for our current customer engagements 3) To collect and align the pictures related to various services also consumed lot of time.