Pega Infinity ‘23 Is Now Generally Available, with New AI & Automation Capabilities

The updated portfolio enables businesses to become autonomous enterprises

CRMLatest News

Published: September 13, 2023

James Stephen

Pegasystems has announced the general availability of new AI and automation capabilities on the latest version of its Pega Infinity portfolio, “Pega Infinity ’23”.

By introducing AI and automation features, Pega believes it can help businesses become autonomous enterprises and increase their efficiency and effectiveness.

Pega Infinity ’23 includes AI, low-code, and autonomy across its products, such as Pega Platform, Pega Customer Decision Hub, Pega Customer Service, Pega Sales Automation, and Pega GenAI.

Kerim Akgonul, Chief Product Officer at Pega, commented on the latest releases: “With all of the excitement around the potential of generative AI, businesses need to understand what aspects of the technology can be practically applied to help achieve their goals more efficiently and effectively.

Pega Infinity ’23 is doing just that – bringing together the latest AI and automation technology so that organizations can reach a level of self-optimization that results in better experiences for employees and customers today, with the agility to further scale and evolve as business needs change in the future.

Pega GenAI has 20 new capabilities that use generative AI to improve low-code, customer engagement, customer service, sales, and back-office operations.

As a result, the vendor claims that Pega Infinity ’23 products are faster, easier, and more powerful. Meanwhile, they also offer controls, governance, and auditing features.

To improve productivity, Pega Infinity ’23 includes Constellation UX, which provides case management solutions that support customer self-service and help employees work faster.

Pega Process Mining also helps analyze end-to-end customer journeys to reveal hidden inefficiencies, while Pega Insights provides users with a way to create and share insights from workflow data with an enhanced drag-and-drop experience.

Users may also leverage new low-code capabilities to grow developer collaboration and find reusable components.

Finally, Pega Cloud now has advanced support for generative AI with a trust layer that gives secure access to large language models (LLMs). Pega Infinity ’23 will provide LLM support for Microsoft Azure’s OpenAI Service.

More Additions to Pega Infinity

Pega first announced Pega Infinity ’23 alongside new AI and automation capabilities in March this year, with a subsequent showcase of the technologies at PegaWorld iNspire in June.

Pega also used PegaWorld iNspire 2023 as a platform to talk about helping customers to become an “Autonomous Enterprise”.

Since then, Pega has added new components to Pega Infinity ’23, including:

  • AI-powered developer chat to help Pega users by providing product support information as they work. It is integrated with Pega training, documentation, and technical support content, letting users work faster to provide the best possible outcomes.
  • Process fabric manager dashboards to give managers deep insights into team performance across applications, such as an improved understanding of workload distribution and incomplete work. Managers can then easily distribute workloads and create fair deadlines for enhanced employee experiences.
  • GenAI-powered treatments to create treatments for the next-best action. Intelligent treatments foster empathy and analyze performance with tones and perspectives based on customer preferences.

Pega Infinity is Pega’s flagship software suite to provide companies with AI-powered decision-making and workflow automation capabilities.

It brings together customer engagement, customer service, and intelligent automation within a single platform to accelerate digital transformation.



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