Pega Introduces Advanced Self-Service Capabilities with Pega Blueprint and Predictable AI Technology.

Pegasystems introduces a workflow-powered, agentic approach to customer self-service that combines Pega Blueprint and Pega Predictable AI. This enables enterprises to leverage enterprise workflows into interactive self-service experiences, automating complex requests with enterprise-grade intelligence and control. The Pega Self-Service Agent carries context and adheres to workflow processes, policies, and governance, offering a fundamentally different approach to self-service that powers significant cost savings.

Pegasystems Inc. (NASDAQ: PEGA), known as The Enterprise Transformation Company, has introduced a groundbreaking workflow-powered, agentic approach to customer self-service. This new offering, Pega Self-Service Agent, combines Pega Blueprint and Pega Predictable AI to deliver consistent and intelligent self-service experiences across various channels. The solution aims to automate complex customer requests, reduce costs, and enhance customer satisfaction [1].

The Pega Self-Service Agent is designed to carry context and adhere to enterprise workflows, policies, and governance. This agentic architecture ensures that customer interactions are consistent and scalable, regardless of the communication platform used. The solution leverages Pega Blueprint to enable rapid creation of service workflows, Pega Predictable AI for semantic understanding and automation, and a center-out agentic architecture for seamless integration across channels [1].

Enterprises can now offer enterprise-grade self-service capabilities across voice, digital channels, and third-party chat systems. The Pega Self-Service Agent can handle complex interactions typically managed by customer service representatives (CSRs), such as answering questions, guiding users through steps, and requesting documents. This reduces the need for human intervention, thereby saving costs and freeing up CSRs to focus on high-value tasks [1].

Pegasystems' approach to self-service stands out due to its focus on enterprise-grade governance. The solution includes built-in compliance controls, ensuring that every interaction is secure, auditable, and transparent. This makes Pega Self-Service Agent ideal for regulated industries [1].

The introduction of Pega Self-Service Agent is part of Pega Infinity ’25, which will be available later this year. Pegasystems aims to transform customer service experiences by combining existing enterprise workflows with advanced AI capabilities. This solution is particularly relevant for enterprises seeking to reduce costs and improve customer satisfaction in an increasingly digital world [1].

References:
[1] https://www.stocktitan.net/news/PEGA/pega-introduces-advanced-self-service-capabilities-by-combining-pega-uq47idguh9fq.html