Pega has launched new workflows within self-service channels, integrating Pega Blueprint and Predictable AI to enhance customer service. The Pega Blueprint facilitates the creation of service workflows, while Predictable AI ensures compliance with company policies for self-service agents. This approach utilizes a 'center-out agentic architecture' that harmonizes workflows across multiple communication platforms. Pega aims to reduce the need for human assistance through seamless channel integration. The workflows can be quickly deployed with minimal configuration and are governed for optimal performance, ensuring impactful self-service experiences for customers.
"While the market buzzes with agentic AI hype, enterprises still struggle to find responsible solutions that deliver the high caliber of service customers have come to expect."
"Pega Self-Service Agent is a fundamental transformation in customer service, evolving and elevating self-service experiences rooted in existing enterprise workflows."
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