Pegasystems has pledged to deliver “industry first” customer self-service capabilities within its new Pega Self-Service Agent.<\/p>\n
The offering combines the three pillars of Pega’s portfolio: Pega Blueprint, Pega Predictable AI, and Center-Out agentic architecture.<\/p>\n
The Agent allows users to turn enterprise workflows traditionally followed by customer service teams into “interactive self-service experiences”.<\/p>\n
In doing so, it automates complex requests while maintaining “full visibility, control, and compliance”.<\/p>\n
With the release, Pega is looking to distance itself from what it sees as the multitude of subpar self-service solutions currently clogging up the industry.<\/p>\n
The company describes these current tools as “basic chatbots\u201d that can only handle rudimentary requests and “introduce increased unpredictability and risk.”<\/p>\n
Pega CTO<\/strong>, Don Schuerman<\/strong>, elaborated on this point, stating:<\/p>\n 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.<\/p><\/blockquote>\n “Pega Self-Service Agent is a fundamental transformation in customer service, evolving and elevating self-service experiences rooted in existing enterprise workflows.”<\/p>\n Pega Blueprint allows users to design and deploy customer service workflows in hours.<\/p>\n The no-code tool provides secure access to customer data and enterprise content, removing the need for specialist development resources or training.<\/p>\n Pega Predictable AI automates complex service interactions by following enterprise rules, accessing relevant data, and executing workflows with semantic understanding.<\/p>\n Unlike black-box models, it delivers consistent results across channels while reducing risk and freeing agents to handle higher-value tasks.<\/p>\n Pega\u2019s Center-Out agentic architecture orchestrates workflows and decisions from the enterprise core, enabling consistent service across channels.<\/p>\n This includes third-party chat platforms, email, text, and other customer communication tools, all managed through a shared semantic layer.<\/p>\n Away from the mechanics of how the three pillars support Pega\u2019s new agent, the vendor also outlined the following features:<\/p>\nThe Three Pillars of the Pega Self-Service Agent<\/h2>\n
1. Pega Blueprint<\/h3>\n
2. Pega Predictable AI<\/h3>\n
3. Center-out Agentic Architecture<\/h3>\n
Additional Capabilities<\/h2>\n