No Jitter Roll: Pega Releases a Self-Service Agent

This week's No Jitter Roll covers 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 are partnering 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 enables the Self-Service Agent to orchestrate service workflows.
• Pega Predictable AI assists in freeing customer service representatives (CSRs) for higher-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 aims to equip designers, developers, and implementation teams with 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 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 extended 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 collaboration allows customers to use SignalWire AI Gateway to extend Nova Sonic’s functionality for tasks in external applications. 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 on AI benefits.
• 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 – Enhancing customer support with NLP and predictive models.
• 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 risks.
• The Triple Peak Workday Needs to Go – Addressing the blurred boundaries of modern workdays.

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Source: No Jitter

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Frequently Asked Questions (FAQ)

Pega Self-Service Agent Functionality

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 provide advanced self-service options for customer service. Q: How does Pega Blueprint contribute to the Self-Service Agent? A: Pega Blueprint helps users create service workflows by providing secure access to data, which is crucial for the Self-Service Agent to function effectively. Q: What role does Pega Predictable AI play in this new offering? A: Pega Predictable AI assists in optimizing the customer service process by freeing up human customer service representatives (CSRs) to handle more complex or higher-value tasks. Q: What is the benefit of Pega's Center-out architecture for the Self-Service Agent? A: The Center-out architecture allows the Self-Service Agent to orchestrate and manage various service workflows efficiently.

Cognigy Mastery Program Details

Q: What is the primary goal of Cognigy's Mastery Program? A: The Mastery Program aims to provide training and certifications to equip individuals and teams with the necessary skills to build and implement effective AI agents for contact centers. Q: What specific skills can one learn through the Mastery Program? A: The program covers topics such as understanding the message lifecycle in AI agents, integrating business logic, building multilingual AI agents, deploying AI agents on voice channels, and tracking performance with analytics. Q: Who is this program designed for? A: The program is intended for designers, developers, and implementation teams working with AI agents in contact center environments.

RingCentral AI Receptionist Enhancements

Q: What new capabilities have been added to RingCentral's AI Receptionist? A: RingCentral has enhanced its AI Receptionist with features like in-call appointment booking integrated with calendars and expanded language support to include UK and Australian English, as well as French (including Canadian French). Q: What is RingCentral's AI Receptionist designed to do? A: The AI Receptionist (AIR) is an AI-powered phone agent that handles and routes customer calls automatically.

SignalWire and AWS Partnership

Q: What is the core of the SignalWire and AWS partnership? A: The partnership focuses on integrating AWS's Nova Sonic voice-to-voice AI model into SignalWire's platform, enabling advanced voice AI capabilities for customers. Q: How does SignalWire's Agent Builder facilitate the use of AWS Nova Sonic? A: SignalWire's Agent Builder provides a no-code interface to build voice agents powered by Nova Sonic, automating the generation of necessary configurations.

Crypto Market AI's Take

The enterprise communication technology space is rapidly evolving, with AI playing a pivotal role in enhancing customer service and operational efficiency. Pega's release of the Self-Service Agent, leveraging their Blueprint and Predictable AI technologies, signifies a move towards more autonomous and intelligent customer interactions. This aligns with the broader trend we observe in the market, where AI is being integrated to streamline workflows and elevate customer experiences. Similarly, Cognigy's Mastery Program addresses the growing demand for skilled professionals in the AI agent development field, a critical component for businesses looking to adopt these advanced solutions. RingCentral's AI Receptionist enhancements, including expanded language support and calendar integration, further underscore the industry's focus on making AI interactions more natural and functional. The partnership between SignalWire and AWS also highlights the growing importance of voice AI and its integration into existing communication platforms. These developments suggest a future where AI-driven agents will become increasingly integral to customer service operations, offering personalized and efficient support.

More to Read:

• Explore our guide on AI Agents and Their Role in the Future of Business to understand the evolving landscape of AI in business automation.
• Learn more about how AI is transforming financial services in our article on AI-Driven Crypto Trading Tools.