Pegasystems, has introduced, agentic approach to customer self-service, intelligent service across channels. Unlike current chatbot solutions, Pega’s new Self-Service Agent™ leverages the combined capabilities of Pega Blueprint™ and Pega Predictable AI™ to turn complex enterprise workflows into seamless, automated customer interactions. “Current ‘agentic’ solutions are, at their core, basic chatbots… resulting in brittle, expensive systems that leave frustrated customers screaming ‘Representative!'” the company noted, underscoring the limitations of existing tools. Pega’s solution operates on three pillars: Pega Blueprint, the first workflow and decisioning design agent that enables code-free workflow creation; Center-out agentic architecture, which ensures consistent orchestration of service workflows across any channel; and Pega Predictable AI, which ensures reliable, policy-driven interactions using semantic understanding.
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“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,” said Don Schuerman, CTO, Pega. “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.”