August 6, 2025
5 min read
Erik van Klinken
Pegasystems launches AI-driven self-service workflows combining Blueprint and Predictable AI for compliant, autonomous customer service.
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 chats in communication apps to email messages. “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, ultimately lowering the need for human assistance. Pega supports workflows across multiple channels including web, mobile, and voice-driven interfaces, all accessible via APIs. Pega’s Blueprints are diverse; 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 an abstraction layer for end customers, accelerating workflow adoption without deep technical involvement.Frequently Asked Questions (FAQ)
What are Pega's new self-service agents?
Pega's new self-service agents are AI-powered workflows designed to handle customer service inquiries and tasks autonomously, ensuring compliance with company policies.How does Pega Blueprint contribute to these agents?
Pega Blueprint enables the creation of service workflows that these AI agents utilize to perform their tasks.What is Predictable AI in this context?
Predictable AI ensures that Pega's self-service agents adhere to company policies and maintain compliance throughout their interactions.What is the "center-out agentic architecture"?
This architecture orchestrates workflows and decisions using semantic understanding across various business solutions, from chat applications to email.What is the main benefit of these new workflows?
The primary benefit is the reduction of friction in customer contact by providing efficient solutions, ultimately decreasing the need for human assistance and lowering costs.Can these workflows be deployed quickly?
Yes, Pega claims these workflows can be deployed "instantly" after a few minutes of configuration, without requiring additional development or design.Crypto Market AI's Take
The advancements announced by Pega in developing reliable and autonomous self-service AI agents mark a significant step in customer service automation. This focus on predictable AI and workflow orchestration aligns with the broader trend of integrating AI into business operations to enhance efficiency and customer experience. For businesses in the digital asset space, such as those utilizing our platform, this means a potential for more streamlined and compliant customer interactions. Imagine AI agents capable of handling routine inquiries about crypto transactions, wallet management, or even basic market data, all while adhering to strict regulatory frameworks. Our own efforts in building sophisticated AI agents for market analysis and trading are a testament to the growing power of AI in transforming industries.More to Read:
- AI Agents: Capabilities, Risks, and Growing Role
- AI-Driven Crypto Trading Tools Reshape Market Strategies in 2025
- Understanding AI Agent Washing: Risks and Realities
Source: Pega turns AI into reliable self-service agents on Techzine, published August 5, 2025.