{"id":870940,"date":"2025-08-05T09:10:56","date_gmt":"2025-08-05T13:10:56","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/pega-introduces-advanced-self-service-capabilities-by-combining-pega-blueprint-and-pega-predictable-ai-technology\/"},"modified":"2025-08-05T09:10:56","modified_gmt":"2025-08-05T13:10:56","slug":"pega-introduces-advanced-self-service-capabilities-by-combining-pega-blueprint-and-pega-predictable-ai-technology","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/pega-introduces-advanced-self-service-capabilities-by-combining-pega-blueprint-and-pega-predictable-ai-technology\/","title":{"rendered":"Pega Introduces Advanced Self-Service Capabilities by Combining Pega Blueprint and Pega Predictable AI Technology"},"content":{"rendered":"

<\/p>\n

Pega Introduces Advanced Self-Service Capabilities by Combining Pega Blueprint and Pega Predictable AI Technology<\/b><\/p>\n

New Pega service offering embeds enterprise workflows into any self-service channel to deliver consistent conversational experiences that delight customers and reduce costs<\/i><\/p>\n

WALTHAM, Mass.–(BUSINESS WIRE<\/a>)–Pegasystems Inc.<\/a> (NASDAQ: PEGA), The Enterprise Transformation CompanyTM<\/sup> today announced the industry\u2019s first workflow-powered, agentic approach to customer self-service<\/a> that transforms how enterprises deliver service across channels. By combining the powerful agentic capabilities of Pega Blueprint\u2122<\/a> and Pega Predictable AI\u2122<\/a>, organizations can leverage enterprise workflows typically used by customer service representatives (CSRs) into interactive self-service experiences that automate some of the most complex requests, with all interactions backed by enterprise-grade intelligence and control.<\/p>\n

This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20250805381835\/en\/<\/a><\/p>\n

\"Pega<\/p>\n

Pega Self-Service Agent carries context and adheres to workflow processes, policies, and governance<\/p>\n<\/div>\n

\nOrganizations across industries are struggling to offload customer service workflows to self-service channels, despite what many current offerings claim to do. Current “agentic” solutions are, at their core, basic chatbots: simplistic, limited to basic queries, and introduce increased unpredictability and risk. Frequently deployed in just one channel or restricted to proprietary chat interfaces, these solutions create siloed experiences and waste development resources, resulting in brittle, expensive systems that leave frustrated customers screaming “Representative!” while over-extending CSRs.<\/p>\n

\nPega offers a fundamentally different approach to self-service, built on three core elements that power this new Pega Self-Service AgentTM<\/sup><\/a> to quickly resolve customer queries on any channel while driving significant cost savings:<\/p>\n

Pega Blueprint<\/b>: As the first workflow and decisioning design agent, Blueprint enables rapid creation of service workflows with secure access to customer data and enterprise content. New workflows can be deployed in hours\u2014no code or training needed.<\/p>\n

Center-out\u2122 agentic architecture<\/b>:<\/a> Pega Self-Service Agent orchestrates these service workflows and decisions from the enterprise core through semantic understanding, ensuring consistent, scalable, intelligent service across channels, including third-party chat front ends, email, text, or other communication platforms.<\/p>\n

Pega Predictable AI<\/b>: Self-service agents follow enterprise policies, access relevant data and knowledge, execute workflows, and automate resolutions through semantic understanding that works universally across communication channels\u2014far beyond the capabilities of black-box AI or IVR systems. Pega Predictable AI creates a reliable experience that reduces risk and frees CSRs to focus on high-value tasks.<\/p>\n

\nNow, brands can confidently offer enterprise workflows in any self-service channel, powered by agents that can handle the same types of complex interactions typically done by CSRs. This includes answering questions, outlining steps, identifying and requesting documents, and dynamically guiding users through to resolution regardless of the communication platform. Additional benefits include:<\/p>\n