Pega - Detailed Review
Productivity Tools
Pega - Detailed Review Contents
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Pega - Product Overview
Pegasystems Overview
Pegasystems, often referred to as Pega, is a global software company that specializes in workflow automation and AI-powered decisioning. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Pega is an enterprise platform that focuses on automating workflows and making intelligent decisions using artificial intelligence. It helps businesses streamline their operations, enhance customer experiences, and drive efficient processes. The platform is designed to connect customer interfaces with back-end process automation, enabling real-time intelligence and adaptive decision-making.Target Audience
Pega’s target audience includes large, medium, and small enterprises across various industries such as financial services, insurance, healthcare, communications and media, life sciences, and government. Specifically, 60% of Pega’s customers are based in the United States, with significant presence in India and the United Kingdom. The customer base is diverse, with 24% being small businesses, 40% medium-sized, and 36% large enterprises.Key Features
Pega Platform
This is the core software product, part of the Pega Infinity portfolio, which includes applications for customer engagement and digital process automation. It supports various public cloud platforms like Google Cloud, Microsoft Azure, and Amazon Web Services.AI-Powered Decisioning
Pega’s AI-Powered Decision Hub processes vast amounts of customer data in real time to inform marketing, sales, and customer service efforts. This allows businesses to offer personalized and timely communications to their customers.Low-Code Development
Pega offers a low-code development platform that simplifies the creation and deployment of applications, making it accessible to users without extensive coding skills.Generative AI (Pega GenAI)
Introduced in 2023, Pega GenAI includes tools like Pega GenAI Blueprint, Pega GenAI Knowledge Buddy, and Pega GenAI Socrates. These tools help optimize application workflow designs, provide answers from enterprise knowledge bases, and offer personalized training for using Pega software.Real-Time Intelligence
Pega’s platform drives empathetic interactions by enhancing processes with real-time intelligence, allowing businesses to adapt quickly to changing needs. Overall, Pega is a powerful tool for enterprises looking to automate workflows, make intelligent decisions, and enhance customer experiences through advanced AI and low-code technologies. Pega - User Interface and Experience
User Interface Overview
The user interface of Pega, particularly in its productivity tools and AI-driven products, is designed to be user-friendly, intuitive, and highly efficient.Visual Development and GUI
Pega’s graphical user interface (GUI) is characterized by its clarity and ease of use. Developers and non-technical users can leverage a drag-and-drop interface to build application interfaces, making the development process accessible to a wide range of users. The GUI features clear and easily understandable components, allowing users to model and visualize business processes using a graphical workflow editor.Component-Based Development
Pega provides a library of pre-built components such as buttons, forms, and data grids that can be reused across different applications. These components are customizable to meet specific requirements, ensuring flexibility and efficiency in application development.Unified Operations Portal
The platform offers a unified operations portal that guides employees to complete their work efficiently. This includes an intuitive design system that reduces the number of clicks and screens needed, drag-and-drop data visualization for real-time insights and KPIs, and native mobile applications for on-the-go work.Agent and Customer Experience
For customer service agents, Pega provides a unified desktop that consolidates all customer data, interactions, and activities into a single pane of glass. This includes contextual guidance with AI-driven knowledge, call scripts, and next best actions. Customers can also benefit from self-service options that are consistent across web and mobile platforms, with AI-driven channels extending workflows through chat, email, messaging, and voice.AI-Driven Insights and Automation
Pega’s AI-powered insights feature enhances decision-making and process optimization. The platform uses predictive analytics, machine learning, and natural language processing to provide real-time insights, automate tasks, and personalize customer interactions. This automation helps in reducing errors, improving efficiency, and enhancing customer satisfaction.User Experience
The overall user experience is enhanced by Pega’s focus on delivering beautiful, scalable UI/UX designs. The platform ensures a consistent experience across multiple channels and devices, which helps in user adoption and satisfaction. The intuitive design and drag-and-drop tools make it easier for both business users and developers to collaborate and build applications quickly.Conclusion
In summary, Pega’s user interface is designed to be intuitive, efficient, and highly collaborative. It simplifies the development process with visual tools, automates repetitive tasks, and provides real-time insights, all of which contribute to a positive and productive user experience. Pega - Key Features and Functionality
Pega’s AI-Driven Productivity Tools
Pega’s AI-driven productivity tools, particularly through Pega Process AI and Pega GenAI, offer a range of features that integrate AI to enhance business processes, decision-making, and workflow automation. Here are the main features and how they work:
Pega Process AI
Unified AI and Automation
Pega Process AI combines automation with real-time workflow, AI, and event processing. This integration allows for the automatic prediction and avoidance of SLA breaches, preemptive addressing of delays and service issues, and more effective routing of work.
Optimize Decisioning
This feature simplifies complex decision-making by using data-driven, real-time arbitration. It enables the rapid deployment of AI that learns your business processes, automating work and streamlining case management processes.
Predict in Real Time
Pega Process AI harnesses millions of data points to gain insights from every event in real time. This helps determine ideal actions for optimal customer outcomes, enabling proactive service at a large scale.
Low-Code Development
The platform allows for low-code development, which brings AI to life and puts it to work. It includes built-in model development, monitoring, and governance, facilitating collaboration between data scientists and application developers.
Pega GenAI
AI-Generated Low-Code
Pega GenAI automates the process of turning ideas into workflows using AI. It maps integrations to back-end systems, generates test data on the fly, and guides developers with conversational suggestions, boosting low-code productivity.
AI-Led Strategy Optimization
This feature engages customers with vibrant content by continuously optimizing strategies. It uncovers opportunities, auto-generates new treatments to improve relevance, and pivots data sources based on predictive lift.
AI-Powered Assistance for Agents
Pega GenAI supercharges agent productivity by generating instant answers to customers, agents, and employees based on enterprise knowledge. It distills voice, chat, and email transcripts into concise interaction summaries and provides AI-powered contextual guidance for agents.
AI for Insights and Case Management
The platform generates visualizations that provide instant answers to operational data questions and surfaces contextual answers to guide back-office employees. It also mines workflow performance and suggests continuous optimizations.
Integration with Generative AI Models
Pega GenAI allows the integration of generative AI models from leading providers like AWS and Google Cloud, offering enterprise-grade flexibility, governance, and security. This enables the quick building of powerful AI-powered capabilities and the choice of the best AI model for specific business cases.
Adaptive Analytics and Machine Learning Operations (MLOps)
Adaptive Decision Manager (ADM)
Pega’s Adaptive Decision Manager (ADM) builds self-learning adaptive models that continuously improve predictions. This component is part of Pega Process AI and helps in predicting case completion and other business outcomes.
MLOps
The platform uses MLOps to manage the life cycle of predictive models. This includes replacing predictive models with new ones, ensuring that the models remain accurate and effective over time.
Customer Decision Hub Predictions
Prediction Studio
Prediction Studio is a dedicated workspace for data scientists to control the life cycles of predictions and predictive models. It helps in making accurate predictions and optimizing decision-making processes.
In summary, Pega’s AI-driven tools are designed to optimize business processes, enhance decision-making, and automate workflows efficiently. By integrating real-time AI, low-code development, and generative AI capabilities, Pega helps businesses achieve better outcomes and improve productivity across various touchpoints.
Pega - Performance and Accuracy
Performance
Pega Infinity ’24 has made significant strides in enhancing performance through its integration of advanced AI models. Here are some highlights:AI-Driven Automation
The platform uses AI to automate workflows, reducing manual work and optimizing employee performance. RPA bots infused with machine learning algorithms handle repetitive tasks efficiently and learn from their workflows over time, refining their processes continuously.Real-Time Monitoring
Pega GenAI Analyze provides real-time monitoring of application performance, capturing data on response times, load speeds, error rates, and resource utilization. This helps developers pinpoint bottlenecks and maintain optimal application health.Faster Application Development
Pega’s AI-generated low-code capabilities accelerate app development by automatically turning ideas into workflows, mapping integrations to back-end systems, and generating test data on the fly.Accuracy
The accuracy of Pega’s AI-driven tools is also a strong point:Predictive Models
The platform’s model-driven architecture integrates advanced AI models that learn from historical data to predict user needs and offer insights. These models analyze past interactions and data streams to anticipate trends and identify emerging risks or opportunities.Natural Language Processing (NLP)
Enhanced NLP capabilities accurately interpret customer inquiries, emails, and service requests in real time, allowing the system to automatically route tasks and suggest appropriate responses.Decision-Making
Pega’s AI-driven decisioning capabilities help organizations make smarter decisions by distilling interactions and knowledge into concise summaries, enabling agents to provide seamless support.Limitations and Areas for Improvement
Despite these advancements, there are several areas where Pega can improve:User Interface (UI)
Users have noted that the UI needs improvement, particularly in terms of customization. While Pega has addressed some of these concerns with the Constellation architecture, there is still room for enhancing UI flexibility and user experience.Security
Although Pega is secure, it still has vulnerabilities that need to be addressed through continuous upgrades and patches. Improving security is a recurring theme among user feedback.Integration and Scalability
There is a need for better integration capabilities, especially between Pega BPM and RPA tools. Additionally, scalability and DevOps limitations are areas that require attention to support larger and more complex deployments.Documentation and Training
Users have highlighted the need for improved documentation, especially for new trainees, and more accessible training resources. The lack of an open-source learning platform is also a concern.Pricing and Cost
Pega is generally considered expensive, which can be a barrier for smaller organizations. Flexible pricing models and subscription plans could make the product more accessible to a broader range of customers.RPA Enhancements
While Pega has its own RPA tools, there is a need for further enhancements to compete with other RPA tools in the market. Integrating more advanced machine learning capabilities into RPA is one area for improvement. In summary, Pega Infinity ’24 demonstrates strong performance and accuracy in AI-driven productivity tools, but there are clear areas where improvements can be made to enhance user experience, security, integration, and accessibility. Pega - Pricing and Plans
The Pricing Structure for Pega’s AI-Driven Productivity Tools
The pricing structure for Pega’s AI-driven productivity tools, particularly the Pega Platform, is structured into several tiers, each with distinct features and pricing models.
Pricing Tiers
Low-code Factory Edition
- This edition is priced at $35 per month per user, or $0.45 per case, with a minimum of 500 named users and 350,000 cases per year. Additional users are available in blocks of 100, and cases in blocks of 150,000. This is billed annually based on a 3-year term.
Standard Edition
- The Standard Edition costs $90 per month per user, or $0.80 per case, with the same minimum user and case requirements as the Low-code Factory Edition. It also follows the same billing structure.
Enterprise Edition
- For the Enterprise Edition, pricing is custom and requires a quote. This tier is likely to include more advanced features and support tailored to the specific needs of large enterprises.
Features
- Low-code Development: All editions offer low-code capabilities, allowing for faster and more efficient application development.
- AI and Automation: Pega Infinity ’23, which includes the Pega Platform, features advanced AI and automation capabilities, including generative AI to enhance customer engagement, service, and back-office operations.
- Customer Engagement and Service: The platform includes tools like Pega Customer Decision Hub and Pega Customer Service, which provide AI-powered decisioning and workflow automation.
- Scalability: The platform is cloud-native, allowing for scalable deployments and faster iteration.
Free Options
- Pega Platform Trial: Pega offers a free 30-day trial for the Pega Platform, which can be extended. This trial allows users to explore the platform’s capabilities and build prototype applications. There are two types of trials: the standard trial and the Community Edition, which provides access to the complete developer toolset including App Studio, Dev Studio, and Prediction Studio.
- Pega Platform Community Edition: This is a developer-focused trial that provides full access to the developer tools, allowing developers to experience the complete set of tools available on the Pega Platform.
Additional Notes
- The pricing model varies based on the number of users and cases, with different licensing models available, including yearly licenses and usage-based models.
- The cost can be higher compared to some other solutions, but it is often justified by the advanced features and the value it brings to large-scale industries such as banking and insurance.
Pega - Integration and Compatibility
Pega Overview
Pega, a prominent player in the low-code and AI-driven development space, offers extensive integration capabilities and compatibility features that make it a versatile tool for various business needs.Integration Capabilities
Pega’s integration capabilities are a key strength, allowing it to connect with a wide range of systems and data sources. Here are some key aspects of its integration:Connectors and Custom Integrations
Pega provides connectors for integrating with external systems, as well as the ability to create custom integrations. This enables seamless connections to various enterprise applications, cloud services, and other data sources.Data Mapping and Real-time Integration
The platform supports data mapping to ensure accurate and consistent data across different systems. It also offers real-time integration, which helps in streamlining processes and reducing manual data entry.Integration with Cloud Services
Pega can integrate with cloud services such as AWS, GCP, and Azure, making it flexible for businesses operating in different cloud environments.Enterprise App Integration
Pega facilitates integration with other broad platforms like Salesforce, ensuring comprehensive workflow automation involving multiple applications.Compatibility Across Platforms and Devices
Pega’s compatibility is another significant aspect:Cloud and On-Premise Support
Pega supports deployments on cloud platforms (AWS, GCP, Azure) as well as on-premise environments. This flexibility is enhanced by the partnership with Instaclustr, which provides managed platform options for both cloud and on-premise setups.Open Source Technologies
Pega leverages open source technologies like Apache Kafka, Apache Cassandra, and OpenSearch. The partnership with Instaclustr ensures that customers have expert support for managing these technologies, which are crucial for the Pega Platform’s performance, scalability, and maintainability.Backward Compatibility
While Pega does provide some level of backward compatibility, it is important to note that upgrading the Pega platform may require corresponding upgrades to the applications to ensure they continue to work smoothly. Tools like HTML 5 Readiness and Pega Accelerator Product can assist in this process.AI-Driven Integration and Automation
Pega Infinity, the latest version of the platform, incorporates AI-driven features that enhance integration and automation:AI-Enhanced Tools
Pega Infinity includes AI-enhanced tools that automate routine tasks, anticipate user needs, and recommend optimal solutions. This includes features like Pega GenAI Blueprint, Pega GenAI Autopilot, and Pega GenAI Analyze, which integrate seamlessly into the application development lifecycle.Visual Modeling and Workflow Automation
The platform facilitates seamless end-to-end application lifecycle management through visual modeling tools and comprehensive workflow automation. This ensures rapid iterations, effective collaboration, and reduced complexity in managing multiple applications.Conclusion
In summary, Pega’s integration capabilities and compatibility features make it a highly adaptable and efficient platform for integrating with various systems, managing data, and automating workflows, all while leveraging AI to enhance productivity and decision-making. Pega - Customer Support and Resources
Pega’s Customer Support Options
Pega offers a comprehensive array of customer support options and additional resources, particularly within their AI-driven productivity tools, to ensure users can leverage their products effectively.AI-Powered Customer Service Tools
Pega’s customer service platform is equipped with AI-powered tools that significantly enhance the support experience. For instance, the “Voice AI” and “Messaging AI” solutions analyze live customer service conversations in real time, recommending steps for resolution to contact center agents. This helps reduce resolution times and lowers agent effort, making the process more efficient and less frustrating for agents.Automated Guidance and Support
The platform includes an AI copilot that dynamically guides agents through customer service interactions. This AI automates tasks and recommends next best actions, ensuring agents can focus on delivering exceptional customer experiences. Additionally, Pega provides contextual self-service capabilities using NLP, knowledge management, and intelligent chatbots to deliver seamless 24/7 support.Workflow Automation and Case Management
Pega’s centralized, AI-powered workflow automation engine and case management system allow organizations to define, track, and manage cases throughout their lifecycle. This includes automating processes, collaborating, and making data-driven decisions within a single platform.Self-Service Capabilities
Customers can benefit from self-service options such as guided internet setup, step-by-step visual instructions, and troubleshooting tips. Pega’s optical character recognition (OCR) and natural language processing (NLP) technologies help identify serial numbers and IDs, making the self-service experience frictionless.Integration and Compatibility
Pega’s solutions integrate seamlessly with various channels, including web and mobile chat, Facebook, WhatsApp, and SMS. The platform also offers integration with existing desktops, telephony systems, and other solutions like Salesforce, ensuring a cohesive and efficient customer service ecosystem.Additional Resources
Client Success Stories
Pega provides case studies and success stories from clients like Virgin Media and OVO Group, which can offer valuable insights into how the platform can transform customer service departments.Product Documentation and Release Notes
Users can access detailed product documentation and the latest release notes to stay updated on new features and improvements.Demo Requests
Potential users can request demos to experience the platform firsthand and see how it can meet their specific needs.Analyst Reports
Pega is recognized by analysts such as Forrester, which has ranked Pega as a leader in customer service solutions. These reports provide independent evaluations of Pega’s capabilities.Training and Coaching
Pega offers dynamic training and coaching for agents, ensuring they can provide exceptional service from day one. The platform guides agents with scripts and provides real-time intelligence to help them respond effectively to customer needs. By leveraging these tools and resources, businesses can significantly enhance their customer support operations, improve agent productivity, and deliver more personalized and efficient service experiences. Pega - Pros and Cons
Advantages of Pega
Pega, as a low-code platform, offers several significant advantages that make it a powerful tool for enterprise productivity and automation:Workflow Automation and AI Decisioning
Pega excels in workflow automation and AI-powered decisioning, enabling enterprises to streamline business processes and make informed decisions in real-time.Low-Code Development
The platform allows for low-code development, which means teams can create applications with minimal coding and quick setup. This is facilitated by drag-and-drop design and visual design methodologies, making it accessible even to business leaders.Customization and Adaptability
Pega offers high levels of customization, allowing businesses to adapt the system to meet their specific needs. It provides a highly adaptable back-end interface and the ability to create fully customizable UIs.Advanced Process Automation
Pega is particularly strong in business process automation and workflow management, offering advanced capabilities such as case-type management, background processing, and API invocation.Intelligent Technology and Scalability
The platform features a scalable architecture and a unified platform that supports cloud deployment, containers, APIs, and microservices. This is connected by the Pega Process Fabric™, which spans across systems and even outside the enterprise.Significant Economic Impact
Pega has been shown to deliver substantial economic benefits, including a high return on investment, significant revenue growth, and cost savings, as measured by Forrester.Disadvantages of Pega
Despite its many advantages, Pega also has some notable disadvantages:High Learning Curve
Pega has a steep learning curve, requiring extensive training and nearly a year for basic certification. This can be challenging for process owners and new users.High Cost
The platform is highly expensive, making it less accessible to small businesses. Upgrading from older versions to the latest can also be costly and time-consuming with minimal perceived benefits.Slow Development
Compared to other platforms, developing applications on Pega can take months, which is significantly longer than platforms like Kissflow where basic setups can be completed in 30 minutes.Limited Transparency and Support
There is limited transparency in understanding Pega’s capabilities due to the complexity of building basic applications and the lack of clear demos. Additionally, contacting the support team can be difficult.RPA Challenges
The Pega robotics tool can be ambiguous in its application, with discrepancies between the theoretical descriptions and the actual implementation. This can lead to difficulties in developing functions accurately. By considering these pros and cons, businesses can make an informed decision about whether Pega aligns with their needs and resources. Pega - Comparison with Competitors
Unique Features of Pega
Pega stands out for its comprehensive integration of AI across various facets of business process automation. Here are some of its unique features:AI Decisioning
Pega offers advanced AI decisioning capabilities, including real-time decision management, predictive analytics, and process optimization through its Pega Process AI™. These features enable intelligent, automated decisions that can deepen customer relationships and predict future business outcomes.AI Productivity
Pega’s AI productivity tools include natural language processing (NLP), voice AI, email bots, and robotic automation. The Pega GenAI suite, such as GenAI Automate™, GenAI Analyze™, and GenAI Connect™, automates manual tasks, analyzes data, and develops custom AI-powered functionality. These tools significantly enhance workflow efficiency and reduce the time spent on repetitive tasks.AI Transformation
Pega’s AI transformation features, like GenAI Blueprint™, help transform application ideas into interactive blueprints, facilitating innovative solutions and improved user experiences.Generative AI Integration
Pega is well-positioned to integrate generative AI, which infuses creativity into business processes and client interactions, enhancing the creative aspects of workflows.Competitors and Alternatives
Creatio
Creatio is a notable alternative to Pega, offering several advantages:User-Friendly No-Code Development
Creatio provides no-code development tools that are accessible to non-technical users, which is a significant advantage over Pega’s more complex development requirements.Transparent Pricing
Creatio’s pricing model is more transparent and cost-effective compared to Pega’s inconsistent and often high per-user fees.Extensive Customization
Creatio allows for limitless customization and offers over 600 connectors and add-ons for integrating with other software, making it a flexible option for business automation.AgilePoint
AgilePoint is another competitor that offers:Low-Code Development
AgilePoint provides user-friendly low-code tools that are accessible to citizen developers, which can be more straightforward than Pega’s offerings.Affordable Pricing
AgilePoint is known for its transparent and cost-effective pricing, which is a contrast to Pega’s higher costs. However, AgilePoint lags behind Pega in terms of data modeling and AI-assisted development capabilities.IBM Cloud Pak for Business Automation
IBM Cloud Pak for Business Automation is a formidable competitor, especially for sophisticated use cases:Comprehensive Automation
It integrates various technologies for process mining, document processing, workflow management, decision-making, and Robotic Process Automation (RPA), making it a powerful tool for professional developers.Extensive Governance Tools
IBM Cloud Pak offers more powerful tools for governance, which can be an advantage for organizations requiring deep industry expertise and complex automation. However, it may be too complicated for non-technical users compared to Pega’s more democratized AI use.Other AI Productivity Tools
While not direct competitors in the business process automation space, other AI productivity tools like Notion, ChatGPT, and Todoist offer complementary features that can enhance productivity in different areas:Notion
Known for its versatility in project management and documentation, Notion’s AI integration helps generate text, autofill databases, and answer specific questions from stored information. This can be particularly useful for organizations already using Notion as a central hub for information.ChatGPT
As a versatile AI assistant, ChatGPT can handle tasks like SEO keyword research, writing HTML, and summarizing documents. It acts as a virtual assistant and can be integrated into various workflows to automate administrative tasks.Todoist
Todoist’s AI Assistant helps manage and break down tasks, making them more actionable and efficient. This is particularly useful for individuals and teams using Todoist as their primary task management tool. In summary, Pega’s strength lies in its comprehensive AI integration across decisioning, productivity, and transformation, making it a powerful tool for business process automation. However, competitors like Creatio, AgilePoint, and IBM Cloud Pak offer alternative solutions that may better fit specific needs, such as user-friendly no-code development, transparent pricing, or extensive governance tools. Additionally, other AI productivity tools can complement Pega’s capabilities by enhancing specific aspects of workflow management and automation. Pega - Frequently Asked Questions
Frequently Asked Questions about Pega’s AI-Driven Productivity Tools
What is Pega Process AI and how does it optimize back-end processes?
Pega Process AI is a tool that optimizes and automates back-end processes at scale. It combines real-time workflow, AI, and event processing to predict and avoid SLA breaches, address delays and service issues, and route work more effectively. This AI-infused automation helps in making complex decisions simple and streamlines case management processes.How does Pega GenAI enhance low-code application development?
Pega GenAI significantly enhances low-code application development by suggesting relevant workflows, building their stages and steps based on the application’s name and description, and generating data models and personas. It also automates the creation of data objects and loads sample data, making the development process faster and more efficient.What are some key use cases for Pega GenAI in various Pega products?
Pega GenAI has multiple use cases across different products. For example, in Pega Customer Decision Hub, it helps in creating treatment options, recommending higher impact actions, and providing explainable AI analytics. In Pega Customer Service, it summarizes agent-customer interactions and improves chatbot responses. Additionally, it generates email replies and meeting summaries in Pega Sales Automation and aids in bot creation and knowledge management in other modules.How does Pega ensure data security and privacy with its AI tools?
Pega prioritizes data security and privacy by masking sensitive data elements, using stateless public large language models that do not train on client data, and employing industry-standard encryption for data in transit and at rest. Client data is never used to train models, and prompts and completion data are stored securely within the client’s environment to maintain privacy.What is the Connect Generative AI feature in Pega GenAI?
The Connect Generative AI feature is an API abstraction layer that allows organizations to harness the power of generative AI by connecting to various large language models hosted on public or private clouds. This feature enables low-code development of AI prompts, automatic replacement of personally identifiable information (PII) with generic placeholders, and the creation of reusable generative AI components across applications.Can users switch between different generative AI models in Pega GenAI?
Yes, users can switch between different generative AI models using the Connect Generative AI feature. Pega provides connectors to OpenAI and Microsoft Azure’s OpenAI APIs, and users can also download connectors from other providers through the Pega Marketplace. This flexibility allows developers to seamlessly switch between different models as needed.How does Pega GenAI assist in case management?
Pega GenAI significantly aids in case management by suggesting case types, lifecycles, and data models based on the application description. It can also generate case stages and steps, fill out form details automatically, and recommend data objects and personas, making the case management process more efficient and automated.What role does AI play in Pega’s customer self-service capabilities?
AI in Pega’s customer self-service capabilities helps resolve inquiries faster by enabling speech-to-text analytics, automating email responses, and improving chatbot interactions. It also provides personalized next best actions and embeds Pega workflows into existing desktop environments to optimize customer interactions.How does Pega GenAI improve productivity in sales automation?
Pega GenAI improves productivity in sales automation by generating email replies based on the context and tone of incoming emails, creating meeting summaries and action items from meeting transcripts, and streamlining post-meeting tasks for sales professionals. This automation helps in reducing manual effort and enhancing the efficiency of sales processes.Can users create custom generative AI components in Pega GenAI?
Yes, users can create custom generative AI components using Pega GenAI. The platform allows developers to build and integrate their own generative AI models and components, which can be reused across various applications. This flexibility is supported by the low-code development environment and the Connect Generative AI feature.