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 for agentic AI. This program equips designers, developers, and implementation teams with skills to build AI agents tailored 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 new features for its AI Receptionist (AIR) and the standalone AI Receptionist Everywhere. AIR is an AI phone agent designed to handle and route 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. This integration enables customers to use SignalWire AI Gateway to extend Nova Sonic’s functionality for tasks in external applications. Additionally, SignalWire’s Agent Builder offers a no-code interface to build Nova Sonic voice agents, automatically generating 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 potential customers by showcasing early AI adopters.
• Trust Is Telcos’ Greatest Product: Now Enterprises Should Demand It – Enterprises urged to consider telcos for critical communication services.
• Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers – Enhancing customer support with NLP, emotion detection, and predictive models.
• The Battle for AI-Driven CX: Ecosystems vs. Acquisitions – Choosing the right approach for enterprise AI CX strategies.
• AI Cuts Data Breach Costs While Creating New Security Risks – IBM’s 2025 report highlights AI’s dual impact on security.
• The Triple Peak Workday Needs to Go – Addressing the blurred boundaries of modern workdays.

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Source: No Jitter

Frequently Asked Questions (FAQ)

Pega 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 Pega Blueprint and Pega Predictable AI with their Center-out agentic architecture to enhance customer service workflows. Q: What are the key components of the Pega Self-Service Agent? A: The key components are Pega Blueprint for creating secure service workflows, the Center-out architecture for orchestrating these workflows, and Pega Predictable AI, which aims to free up human agents for more complex tasks. Q: How does Pega Blueprint contribute to the Self-Service Agent? A: Pega Blueprint assists users in developing service workflows, ensuring secure access to necessary data. Q: What is the role of the Center-out architecture in this offering? A: The Center-out architecture enables the Self-Service Agent to effectively orchestrate various service workflows. Q: What is the main benefit of Pega Predictable AI in this context? A: Pega Predictable AI is designed to allow customer service representatives (CSRs) to focus on higher-value tasks by handling routine inquiries.

Crypto Market AI's Take

The release of Pega's Self-Service Agent signifies a continued trend in the customer service industry towards leveraging AI to streamline operations and improve efficiency. This aligns with broader advancements in AI, including those impacting the financial sector. Our own platform, AI Crypto Market, utilizes AI to provide sophisticated market intelligence and automated trading solutions. We see parallels between Pega's approach to customer service automation and our efforts to automate and optimize cryptocurrency trading through advanced AI agents. The ability of AI to handle complex workflows and predict outcomes, as demonstrated by Pega's "Predictable AI," is a core principle we apply to navigating the volatile crypto markets.

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