Pegasystems Inc. (NASDAQ: PEGA) has introduced an innovation that promises to completely transform the self-service experience for businesses. Known as The Enterprise Transformation Company™, the company has launched what it defines as the industry’s first “agent-driven workflow” self-service approach, combining the power of Pega Blueprint™ and Pega Predictable AI™ to deliver smarter, safer, and more resolutive interactions.
The challenge isn’t new: many organizations have spent years trying to migrate complex customer service processes to self-service channels. However, most available solutions tend to be simple chatbots that are limited to responding to straightforward inquiries, often causing more frustration than value. These systems, deployed on a single channel or restricted to proprietary interfaces, end up fragmenting the customer experience and overloading human agents.
A different approach: from the company’s core to the channel the customer chooses
Pega proposes a radical change with Pega Self-Service Agent™, built on three key pillars:
Pega Blueprint: The first flow design and decision-making agent that quickly creates service processes with secure access to data and enterprise content. It requires no coding or training and enables deployment of new flows within hours.
Center-out™ agent architecture: The engine that orchestrates these service flows from the core enterprise, ensuring interactions are consistent and intelligent across any channel—be it third-party chat, email, messaging, voice (IVR), or mobile apps.
Pega Predictable AI: AI designed to follow corporate policies, access relevant information, and automate resolutions reliably and under control. Its semantic understanding avoids common issues faced by opaque or unpredictable systems.
From chatbots to autonomous agents that resolve
The key difference in this offering is that self-service agents can handle interactions as complex as those of a human representative, from answering questions and requesting documents to guiding customers through dynamic processes, always maintaining coherence across channels.
Notable benefits include:
- Faster and more efficient resolutions: Conversations flow naturally, and if escalation to a human agent is needed, all information and context are transferred seamlessly.
- Multichannel flexibility and consistency: Operates uniformly across voice, digital channels, third-party chats, or proprietary platforms, maintaining a consistent brand experience.
- Reduced development times: Any existing flow in Pega Customer Service can be deployed immediately, shortening implementation from weeks to days.
- Enterprise-level governance: Built-in compliance controls for regulated sectors, with all interactions recorded and auditable.
More than just another virtual assistant
Don Schuerman, CTO of Pegasystems, was clear:
“The market is full of noise about agent-driven AI, but few solutions deliver the level of service that customers expect. With Pega Blueprint and Pega Predictable AI, we’re not just launching another chatbot: we’re reimagining enterprise self-service to be truly autonomous, helpful, and secure—reducing costs and enhancing the customer experience.”
The new capabilities of Pega Self-Service Agent are already available through Pega Blueprint and will be integrated into Pega Customer Service with the launch of Pega Infinity ’25 later this year.
Frequently Asked Questions (FAQs)
What does an “agent-driven” approach mean for self-service?
It’s a model where AI agents run complex workflows independently and under control, rather than just providing pre-defined responses like traditional chatbots.How is it different from other virtual assistants?
Pega’s approach incorporates the same logic and processes used by human agents, ensuring consistency across channels and reducing reliance on custom development.What is Pega Blueprint?
It’s a flow design and decision-making tool that allows creating and deploying customer service processes in hours without programming.Why is this relevant for regulated industries?
It includes comprehensive compliance controls and traceability, ensuring every interaction is recorded, secure, and audit-ready.
via: pega