No Jitter Roll: Pega Releases a Self-Service Agent

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week, we cover: Pega’s Self-Service Agent for customer service; Cognigy’s Mastery Program for agentic AI; and RingCentral’s new capabilities for its AI Receptionist. In deals, SignalWire and AWS partner to integrate AWS’s Nova Sonic voice-to-voice AI model into SignalWire’s platform.

Products

Pega Announces Advanced Self-Service Capabilities

PegaSystems, a business process and customer relations management solutions provider, has announced that it will be combining its Pega Blueprint and Pega Predictable AI capabilities with its Center-out agentic architecture to create Pega Self-Service Agent.

• Pega Blueprint helps users create service workflows with secure access to data.
• Center-out architecture allows the Self-Service Agent to orchestrate service workflows.
• Pega Predictable AI helps free customer service representatives (CSRs) for high-value tasks.

Cognigy Launches Mastery Program for Agentic AI in Contact Centers

Cognigy has launched its Mastery Program, offering courses and certifications focused on agentic AI. This program is designed to equip designers, developers, and implementation teams with the skills to build AI agents for contact centers. Courses include:
• Understanding the Message Lifecycle: Master how Cognigy.AI handles message flow, transformation, and execution.
• Integrating a Business Layer: Learn modular architecture to decouple logic from flow design.
• Multilingual AI Agents: Build agents that scale globally with consistent multilingual experiences.
• Publishing on Voice: Extend AI Agents into voice channels with deployment and optimization best practices.
• Tracking & Reporting with Analytics: Use KPIs, OData, and Cognigy Insights to measure impact and tune performance.

“We’re seeing massive demand for people who can actually build agentic systems, not just talk about them,” said Shanna Chauvin, Senior Director of Global GTM & Partner Enablement at Cognigy. “The Mastery Program turns that need into opportunity—arming our community with the know-how to lead in this next era of customer service.”

RingCentral Releases New Capabilities for its AI Receptionist

RingCentral announced enhancements to its AI Receptionist (AIR) and AI Receptionist Everywhere (standalone version). AIR is an AI phone agent that handles and routes customer calls. New capabilities include:
• In-call appointment booking integrated with Outlook and Google Calendars.
• Language support expanded to UK and Australian English, as well as French, including Canadian French.

Deals

SignalWire and AWS Partner for Voice-to-Voice AI Experiences

SignalWire and AWS have partnered to integrate AWS’s Nova Sonic voice-to-voice AI model into SignalWire’s platform. Customers will be able to use SignalWire AI Gateway to extend Nova Sonic’s functionality to perform tasks in external applications. SignalWire’s Agent Builder will also enable building Nova Sonic voice agents via a no-code interface that automatically generates SignalWire Markup Language (SWML) configurations.

This Week on No Jitter

• RingCentral & NiCE Continue to Complement One Another’s Businesses – A decade-long partnership serving diverse customer experience needs.
• 8x8’s New Campaign Addresses Hesitancy Around AI Adoption – Educating customers on AI adoption through success stories.
• Trust Is Telcos’ Greatest Product: Now Enterprises Should Demand It – Why enterprises should look to telcos for critical communication services.
• Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers – How AI enables faster, empathetic customer support.
• The Battle for AI-Driven CX: Ecosystems vs. Acquisitions – Exploring enterprise preferences for AI-driven customer experience.
• AI Cuts Data Breach Costs While Creating New Security Risks – IBM’s 2025 report on AI’s impact on data breach costs and security.
• The Triple Peak Workday Needs to Go – Addressing the expanding workday and its impact on daily life.

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Frequently Asked Questions (FAQ)

About Pega's Self-Service Agent

Q: What is the Pega Self-Service Agent? A: The Pega Self-Service Agent is a new offering from PegaSystems that combines their Pega Blueprint and Pega Predictable AI capabilities with their Center-out agentic architecture to enhance customer service operations. Q: What are the key components of the Pega Self-Service Agent? A: The main components are Pega Blueprint, which aids in creating service workflows with secure data access, and Pega Predictable AI, designed to free up customer service representatives for more complex tasks. The Center-out agentic architecture orchestrates these workflows. Q: How does Pega Blueprint contribute to the Self-Service Agent? A: Pega Blueprint helps users design and build service workflows, ensuring secure access to necessary data for the agent to operate effectively. Q: What is the role of Pega Predictable AI in this new offering? A: Pega Predictable AI aims to handle routine customer service tasks, allowing human customer service representatives to focus on higher-value activities that require more nuanced human interaction.

About Cognigy's Mastery Program

Q: What is Cognigy's Mastery Program? A: Cognigy's Mastery Program is a training and certification initiative focused on agentic AI for contact centers, designed to equip professionals with the skills to build and implement AI agents. Q: Who is the Mastery Program designed for? A: The program is intended for designers, developers, and implementation teams involved in building AI agents for contact center environments. Q: What topics are covered in the Cognigy Mastery Program courses? A: Courses cover essential areas such as understanding the message lifecycle in Cognigy.AI, integrating business logic, building multilingual AI agents, deploying voice AI agents, and using analytics for performance tuning.

About RingCentral's AI Receptionist

Q: What new capabilities has RingCentral added to its AI Receptionist? A: RingCentral has enhanced its AI Receptionist (AIR) with features like in-call appointment booking integrated with calendars and expanded language support, including UK and Australian English, and French. Q: What is the AI Receptionist Everywhere? A: AI Receptionist Everywhere is a standalone version of RingCentral's AI phone agent, designed to handle and route customer calls.

About the SignalWire and AWS Partnership

Q: What is the focus of the SignalWire and AWS partnership? A: The partnership aims to integrate AWS's Nova Sonic voice-to-voice AI model into SignalWire's platform, enabling more advanced voice AI experiences. Q: How can customers utilize the Nova Sonic integration with SignalWire? A: Customers can use SignalWire AI Gateway to extend Nova Sonic's capabilities to interact with external applications, and SignalWire's Agent Builder for no-code creation of Nova Sonic voice agents.

Crypto Market AI's Take

The recent advancements in AI for customer service and contact centers, as highlighted by Pega, Cognigy, and RingCentral, underscore a significant trend towards leveraging artificial intelligence for enhanced efficiency and customer experience. This mirrors the ongoing evolution within the cryptocurrency space, where AI is increasingly being integrated into trading platforms and market analysis tools. Our platform, Crypto Market AI, is at the forefront of this movement, offering sophisticated AI agents designed to navigate the complexities of the crypto market. These agents provide real-time data analysis, predictive modeling, and automated trading strategies, similar to how Pega's AI aims to streamline customer service workflows. By embracing AI, both traditional enterprise communication and the cryptocurrency market are moving towards more intelligent, automated, and personalized solutions.

More to Read:

• RingCentral & NiCE Continue to Complement One Another’s Businesses
• 8x8’s New Campaign Addresses Hesitancy Around AI Adoption
• Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers

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Source: Originally published at No Jitter on August 8, 2025.