Pegasystems has launched a series of generative AI (GenAI) solutions and enhancements.
Part of the company’s Pega Infinity 24.2 release, the new capabilities cross its Pega Platform, Pega Customer Decision Hub, Pega Customer Service, and Pega Sales Automation.
The company details how these GenAI-powered improvements may enable enterprises to increase employee productivity, streamline workflows, and optimize customer experiences.
Indeed, in discussing the company’s latest release, Kerim Akgonul, Chief Product Officer at Pega, commented:
“Enterprises are embracing transformation enabled by AI and automation so they can quickly and effectively evolve as business and customer needs shift.
Pega Infinity’s latest enhancements supercharge enterprise efficiency and innovation with deeper generative AI capabilities that accelerate developer and employee productivity while delivering exceptional customer experiences across industries.
These enhancements could also be part of the vendor’s wider “autonomous enterprise” vision.
The vision is for AI to not only understand the customer and employee data of a business but also get to know the processes within it.
From there, the AI can use the data to recommend improvements to business processes and even – in the future – self-heal.
Pega combines its CRM and business process management to drive original innovation and step closer to the autonomous enterprise.
Again, this is evident in its latest Pega Infinity 24.2 release, as explored below.
Pega Platform
Pega has expanded its Large Language Model (LLM) support beyond OpenAI to include Amazon Bedrock and Google Cloud’s Vertex AI.
In doing so, clients leveraging the Pega Platform may now choose the model that best suits their business needs and the use cases.
The release also includes further improvements to the company’s GenAI Blueprint, which has the capacity to generate detailed application design blueprints from natural language descriptions.
In practical terms, when developers import these blueprints into Pega’s low-code App Studio, they receive step-by-step task lists tailored to their blueprint.
The company believes that this will help to minimize errors, improve efficiency, and accelerate time-to-market.
This update follows news from Pega’s iNspire 2024 event that the vendor had equipped its GenAI Blueprint with a more advanced user interface and the capacity to create personalized workflows tailored to best practices.
Pega also revamped its existing GenAI Coach so that it can now be integrated into any Pega Platform application for any user role.
By guiding users toward the best outcomes in Pega applications, the AI assistant helps organizations to create custom coaches for various use cases, from back-office workflows to customer-facing applications.
Pega Customer Decision Hub
Specifically designed for marketers and data scientists, Pega Customer Decision Hub (CDH) is using AI to deliver the following improvements:
- Enhanced Customer Journey Orchestration: Marketers can configure customer journeys more easily with pre-built templates, tag campaigns to key initiatives, and view full campaign details on a dedicated landing page.
- Stronger Brand Voice: Leveraging Pega GenAI, users can generate consistent brand voice across interactions by integrating brand identity into next-best-action treatments using existing content and web assets.
- Real-Time Decisioning Integrations: New integrations with Snowflake and Google BigQuery allow teams to access diverse data sources within Pega CDH, leading to deeper insights and faster, more accurate decisions.
- Pega Message Stream for Digital Delivery: Marketers can send, monitor, and optimize emails directly in Pega CDH, eliminating the need for separate email providers and enhancing customer insights.
Pega Customer Service and Pega Sales Automation
There are also AI enhancements for the company’s customer service and sales offerings.
For the former, Pega’s GenAI Knowledge Buddy capabilities are now available in Voice AI and Messaging AI. By automatically generating contextual responses across channels, the tool reduces the need for agents to manually search for information.
Moreover, the solution detects customer intent in real-time, allowing agents to provide faster and more accurate answers during interactions, and enhance their overall level of customer support.
The customer service platform will also benefit from Pega’s new multi-experience panel, which enhances self-service by enabling customers to handle more complex requests independently.
With quick access to knowledge articles, personalized offers, and clear next steps, the company claims that customers can easily resolve issues within live chat and virtual assistant interactions.
When it comes to the latter, Pega Sales Automation has received integration upgrades for Microsoft Teams, Zoom, and Webex.
During these sessions, sellers receive real-time, AI-powered suggestions based on live conversations, offering tips to help improve outcomes and close deals more efficiently.
