Aindrila Ghorai

• Bachelor of Technology
• Lead Architect at Cognizant Technology Solutions

In the era of digital transformation, businesses are increasingly leveraging artificial intelligence (AI) to enhance customer experiences and operational efficiency. PEGA Voice AI is one such innovation that combines natural language processing (NLP) and machine learning (ML) to optimize customer interactions. This research paper explores the confi...

This research paper examines the application of Pega Artificial Intelligence (AI) in the development of adaptive models for claims processing. Claims processing is a critical function in various industries, including insurance, healthcare, and finance, where efficiency, accuracy, and customer satisfaction are paramount. Pega AI offers advanced capa...

The integration of Computer Telephony Integration (CTI) systems with Customer Relationship Management (CRM) platforms has revolutionized customer service operations, enhancing efficiency and user experience. This research paper delves into the integration of PEGA's CTI capabilities with Amazon Connect, a cloud-based contact center service. The pape...

The integration of artificial intelligence (AI) into knowledge management (KM) systems has revolutionized how organizations handle, process, and utilize information. PEGA, a leader in business process management and customer relationship management solutions, has incorporated AI to enhance its Knowledge Management capabilities. This paper explores...

Customer churn is a critical challenge for many industries, especially those with subscription-based models. An effective awards and incentive program can significantly enhance customer retention by fostering loyalty and engagement. This research paper explores the implementation of PEGA AI in awards and incentive programs and its potential to redu...

In the modern digital landscape, customer service has evolved significantly with the advent of intelligent automation. Chatbots, powered by artificial intelligence (AI), are at the forefront of this transformation, providing efficient and effective customer interactions. PEGA, a leading software platform for customer engagement and operational exce...

Canary deployment is a progressive strategy for software releases, minimizing risks by gradually rolling out changes to a small subset of users before wider deployment. This paper investigates the implementation of canary deployment within the Pega Platform, a robust technology for Business Process Management (BPM) and Customer Relationship Managem...

In the realm of healthcare administration, the management of appeals and grievances represents a critical yet complex process prone to inefficiencies, delays, and errors. Leveraging the transformative capabilities of artificial intelligence (AI) and the robust functionality of the PEGA platform, this thesis explores the digitization of appeals and...

As businesses increasingly adopt cloud-based contact center solutions, integrating these platforms with existing BPM tools is crucial for maximizing operational efficiency and customer satisfaction. This paper explores the configuration of Pega CTI with Amazon Connect using Single Sign-On, detailing the technical steps and best practices for seamle...

Agile methodologies have revolutionized the landscape of software development, with Scrum emerging as a leading framework due to its flexibility, adaptability, and collaborative approach. This research paper explores the implementation of Scrum methodology within PEGA's BPM Platform suing its Agile Studio tool. By integrating Scrum practices with P...

In an era where efficiency and agility are paramount, Robotic Process Automation (RPA) has emerged as a pivotal tool for organizations striving to streamline operations and reduce costs. PEGA Robotics as a Service (RaaS) offers a reusable solution that leverages the capabilities of RPA to deliver scalable, efficient, and cost-effective automation....

The healthcare industry faces significant challenges in managing patient data, ensuring compliance, and improving operational efficiency. PEGA's context-driven architecture offers a robust solution by integrating advanced automation, artificial intelligence (AI), and real-time data processing. This research paper explores the implementation of PEGA...

Coordination of Benefits (COB) is a critical process in the healthcare industry that ensures accurate and efficient payment of claims when patients have multiple insurance plans. Innovations in COB are essential for healthcare payers to address challenges such as payment delays, inaccurate claims processing, and administrative inefficiencies. This...

In today's dynamic business landscape, organizations strive to enhance operational efficiency and customer satisfaction. Skill-based routing (SBR) has emerged as a pivotal strategy to optimize resource allocation and streamline customer interactions. PEGA, a leading provider of software solutions, offers a sophisticated Skill-Based Routing mechanis...

The healthcare industry often faces challenges in the efficient onboarding of providers due to complex regulations, diverse documentation requirements, and the need for rigorous compliance checks. Traditional onboarding processes are often cumbersome, time-consuming, and prone to errors, impacting the overall efficiency of healthcare systems. This...

This research endeavor delves into the pivotal role of static testing methodologies in mitigating defect leakage within the software development lifecycle. Defect leakage, a phenomenon characterized by the stealthy propagation of undetected defects throughout subsequent phases of development, poses significant risks to project timelines, budgets, a...