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

Pega Systems introduced a new service offering that combines Pega Blueprint and Pega Predictable AI technology to provide advanced self-service capabilities. This approach embeds enterprise workflows into any self-service channel, delivering consistent conversational experiences that delight customers and reduce costs. The Pega Self-Service Agent carries context and adheres to workflow processes, policies, and governance, enabling rapid creation of service workflows with secure access to customer data and enterprise content.

Pega Systems Inc. (NASDAQ: PEGA) has introduced a new service offering that combines Pega Blueprint and Pega Predictable AI technology to provide advanced self-service capabilities. This approach embeds enterprise workflows into any self-service channel, delivering consistent conversational experiences that delight customers and reduce costs.

The Pega Self-Service Agent carries context and adheres to workflow processes, policies, and governance, enabling rapid creation of service workflows with secure access to customer data and enterprise content. This new offering addresses the challenges faced by enterprises in offloading customer service workflows to self-service channels, which often result in siloed experiences and increased unpredictability.

Pega Blueprint allows for the rapid creation of service workflows with secure access to customer data and enterprise content, deploying new workflows in hours without the need for code or training. The Center-out™ agentic architecture of the Pega Self-Service Agent orchestrates these service workflows and decisions from the enterprise core through semantic understanding, ensuring consistent, scalable, intelligent service across channels.

Pega Predictable AI enables self-service agents to follow enterprise policies, access relevant data and knowledge, execute workflows, and automate resolutions through semantic understanding that works universally across communication channels. This technology creates a reliable experience that reduces risk and frees customer service representatives (CSRs) to focus on high-value tasks.

The new offering allows brands to confidently offer enterprise workflows in any self-service channel, powered by agents that can handle the same types of complex interactions typically done by CSRs. This includes answering questions, outlining steps, identifying and requesting documents, and dynamically guiding users through to resolution regardless of the communication platform.

Additional benefits include better, more efficient resolution, universal channel flexibility, transparency, and consistency, faster development time, and enterprise-grade governance. These capabilities are available now via Pega Blueprint and will be part of the Pega Customer Service offering later this year as part of the Pega Infinity ’25 release.

For more information, visit www.pega.com/agentic-self-service.

References:
[1] https://www.businesswire.com/news/home/20250805381835/en/Pega-Introduces-Advanced-Self-Service-Capabilities-by-Combining-Pega-Blueprint-and-Pega-Predictable-AI-Technology
[2] https://www.pega.com/fr/about/news/press-releases/pega-introduces-advanced-self-service-capabilities-combining-pega