Pega turns AI into reliable self-service agents
Pegasystems announces a new series of workflows within self-service channels, combining Pega Blueprint and Predictable AI to deliver reliable agentic solutions.
Pega Blueprint enables the creation of service workflows, while Predictable AI ensures self-service agents remain compliant with company policies. This is achieved through what Pega calls a “center-out agentic architecture,” orchestrating workflows and decisions via semantic understanding across all business solutions — from chat apps to email.
“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 Pega CTO Don Schuerman. “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.”
Fewer people needed
The new workflows aim to reduce friction in customer contact by providing better and more efficient solutions, which ideally result in fewer customers needing human assistance. Pega supports workflows across multiple channels — web, mobile, voice-driven — all accessible via APIs to integrate Pega’s workflows seamlessly.
Additionally, Pegasystems claims these workflows can be deployed "instantly" after just a few minutes of configuration, without requiring further development or design. Governance layers maintain clarity and proper functioning, while audit capabilities provide transparency and build confidence for cautious adopters of AI.
Accelerating adoption
Pega’s Blueprints have been previously noted for their diversity. While this announcement focuses on agents, complete applications can also be created using GenAI. Organizations working with System Integrators can leverage "Powered by Pega Blueprints," which serve as abstraction layers for end customers, significantly accelerating workflow adoption without requiring deep technical involvement.
Read more: Pega wants to increase the reach of Blueprint with Powered by Pega Blueprint
Source: Techzine on August 5, 2025.
Frequently Asked Questions (FAQ)
About Pega's AI Self-Service Agents
Q: What is Pega's new offering for self-service agents?
A: Pega has introduced a new series of workflows for self-service channels that combine Pega Blueprint and Predictable AI to create reliable AI-powered agents.
Q: How does Pega Blueprint contribute to these agents?
A: Pega Blueprint enables the creation of service workflows, providing the foundational structure for the self-service agents.
Q: What role does Predictable AI play in Pega's self-service agents?
A: Predictable AI ensures that the self-service agents remain compliant with company policies and make reliable decisions.
Q: What is Pega's "center-out agentic architecture"?
A: This architecture orchestrates workflows and decisions using semantic understanding across various business solutions, from chat applications to email.
Q: What is the main benefit of Pega's approach to self-service agents?
A: The primary benefit is the creation of truly autonomous self-service agents that can accomplish meaningful work, improving customer service, reducing costs, and offering better customer experiences.
Functionality and Deployment
Q: How do these new workflows reduce friction in customer contact?
A: By providing more efficient and better solutions, they aim to reduce the need for customers to seek human assistance.
Q: Across which channels can Pega support these workflows?
A: Pega supports workflows across web, mobile, and voice-driven channels, all accessible via APIs for seamless integration.
Q: How quickly can these workflows be deployed?
A: Pega claims these workflows can be deployed "instantly" after just a few minutes of configuration, without requiring additional development or design work.
Q: What features ensure transparency and confidence in AI adoption?
A: Governance layers maintain clarity and proper functioning, while audit capabilities provide transparency and build confidence for users.
Accelerating Adoption and GenAI
Q: How can organizations accelerate workflow adoption with Pega Blueprints?
A: Organizations can leverage "Powered by Pega Blueprints," which act as abstraction layers for end customers, significantly accelerating adoption without deep technical involvement.
Q: Can Generative AI be used with Pega Blueprints?
A: Yes, complete applications can be created using GenAI with Pega Blueprints, in addition to the focus on agents.
Crypto Market AI's Take
The advancements in AI-driven customer service, as highlighted by Pega's new self-service agents, mirror the transformative potential of AI in the financial sector, particularly within the cryptocurrency space. Our platform,
Crypto Market AI, leverages cutting-edge artificial intelligence to provide sophisticated market analysis and automated trading solutions. Similar to how Pega's Predictable AI ensures compliance, our AI analysts and trading bots are designed with robust algorithms and risk management protocols to navigate the volatile crypto market. The concept of "reliable autonomous self-service" is directly applicable to our AI trading bots, which aim to provide efficient, autonomous, and compliant trading execution. We understand the market's need for responsible AI solutions that deliver high-caliber results, much like Pega's approach to customer service. For those interested in how AI is reshaping industries, you might find our insights on
AI Agents particularly relevant, as we explore the broader applications of AI in finance and beyond.
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