Pega aims to revolutionalise self-service tools

Pegasystems has announced a solution aimed at automating some of the most complex customer service requests using agentic AI. The Pega Self-Service Agent solution combines the agentic capabilities of Pega Blueprint and Pega Predictive AI into a tool designed to handle the complex interactions typically conducted by customer service representatives.

Pega says that customers can have natural conversations with the agent on their preferred self-service channel, and the conversation can be seamlessly transitioned to human agents when needed. The solution is said to work across interactive voice response, digital channels, third-party chat systems and other platforms. Pega also provides AIPs to connect custom chat channels to both autonomous and human agents via the Pega Customer Service desktop.

Users are able to deploy workflows instantly without the need for additional development or design, with new workflows capable of being created within minutes, the company said. The solution also includes built-in compliance controls for regulated industries.

“Enterprises still struggle to find responsible solutions that deliver the high calibre of service customers have come to expect,” said Pega CTO Don Schuerman. “Pega Self-Service Agent is a fundamental transformation in customer service, evolving and elevating self-service experiences rooted in existing enterprise workflows.

“With Pega Blueprint and Pega Predictable AI, we’re creating truly autonomous self-service that accomplishes meaningful work. This isn’t just another chatbot — it’s a complete reimagining of customer service that reduces costs while creating experiences customers genuinely want to engage with.”

The new capabilities are now available via Pega Blueprint, and will be introduced to Pega Customer Service later this year.

Image credit: iStock.com/MUNTHITA LAMLUE