Pegasystems Quarterly Update: AI Strategy and Cloud Automation Enhancements
The latest quarterly update from Pegasystems has brought some exciting new features to its cloud automation and CX platform, Pega Infinity. One of the key highlights of this update is the clearer insight into the company’s AI strategy.
Pega Infinity is a comprehensive platform that covers business process automation and CX, with a strong focus on marketing, sales, and customer service. One of the standout features of this update is the support for Google, OpenAI, and Amazon Bedrock large language models, allowing users to leverage these powerful AI capabilities within the platform. Users can now create digital agents called “coaches” to guide employees through various processes in marketing, sales, and customer service.
Another interesting addition to the platform is AI brand voice assistance, which provides employees with preset language suggestions that align with their company’s brand values and identity. This feature aims to enhance the customer experience by ensuring consistent and on-brand communication across all touchpoints.
The integration of generative AI in Pega Infinity is a game-changer, according to Stephen Bixby, Pegasystems senior vice president of product engineering. This technology enables the platform to generate unique phrases and responses in real-time, making interactions more natural and personalized for each customer.
The extension of coaches to all Pega apps, including back-office processes, further enhances the usability and effectiveness of the platform. Coaches act as AI assistants, offering valuable insights and suggestions to employees in various roles, from salespeople to customer service agents.
The addition of Blueprints workflow builder, introduced earlier this year, streamlines the process of creating workflows within the platform. Direct import into Pega’s low-code app builder simplifies the setup process, providing users with a clear roadmap to get their workflows up and running quickly.
Overall, analysts like Predrag Jakovljevic are impressed with Pegasystems’ approach to integrating generative AI into its platform. The practical and pragmatic implementation of AI capabilities in Pega Infinity is helping organizations rethink their processes and improve customer engagement.
In conclusion, the latest update from Pegasystems brings some exciting new features and enhancements to the Pega Infinity platform. With a focus on AI-driven automation and CX capabilities, Pegasystems is empowering businesses to deliver exceptional customer experiences and drive operational efficiency.
