It seems undeniable at this point that AI, and generative AI in particular, will be the most transformational technology since the introduction of the public Internet … and many would go much further than that. Demis Sassabis, AI researcher and the co-founder and CEO of Google’s DeepMind, famously said that AI is "the most important invention that humanity will ever make."
Pega has recently announced Pega GenAI™, which will make it even easier to speed application development, engage customers with personalized content, deploy human-like chatbots and create a massively scalable back-office.
Pega GenAI is just the most recent AI innovation that Pega has introduced — AI has long been an integral part of Pega, enabling many of its most powerful capabilities. But the addition of generative AI will supercharge Pega’s capabilities, thanks to its ability to interpret natural language commands, analyze data, and generate content in many different formats and styles for specific uses. It sounds like science fiction. But it’s real. And it’s coming in the Q3 release of Pega Infinity ‘23.
As for the capabilities Pega GenAI can power, there are many. Let’s start with what it can do for developers. Pega has long been known as a top-notch low-code platform for developing robust apps quickly. Pega GenAI builds on this and makes the process exponentially faster and more powerful. For example, Pega GenAI can:
Automatically suggests workflow stages and steps
Generate workflow data models automatically
Generate data for complex data types like picklists
Autofill data records to make testing and playback easier
Jumpstart translation with AI-suggested translations
And that list just scratches the surface. The bottom line is that Pega GenAI makes it possible to move from idea to a working enterprise app in minutes.
For example, let’s say a financial services company wants to automate account creation. Right now, developers would need to identify, design and implement all of the workflows from the ground up. With Pega GenAI, it’s as easy as telling Pega to “build a self-service account creation application.” Leveraging generative AI models similar to those used by Open AI and ChatGPT, Pega will create everything — the workflows, sample data, data models, user interfaces. And because the application will be mapped directly into Pega’s model-driven architecture, developers can use Pega’s powerful low-code tools to configure and build on this robust foundation to deliver a fully-functional application.
Even More Personalized CX, Sales Acceleration and Broad Visibility
But Pega GenAI does much more than accelerate development. These same capabilities will be infused throughout Pega Infinity to augment the customer experience (CX) and provide businesses with the ability to continuously optimize with freshly generated content that’s designed specifically for individual users.
For example, Pega GenAI can auto-generate new treatments based on customer behavior to improve engagement. In Pega, a treatment is how an action is presented to a user via a specific communication channel. Pega uses traditional AI to predict which treatment will most likely have the highest success rate, resulting in a highly personalized CX that increases customer satisfaction and increases sales. Pega can now generate new treatments to further optimize the CX and automatically learn the messages that are the best fit for each customer. And the logic behind decisions aren’t trapped in a black box. Pega GenAI can provide easy-to-understand explanations of why actions would or would not be presented to the customer.
Agents, too, will benefit from generative AI. With voice recognition technology automatically creating transcripts, Pega GenAI can provide specific, constructive feedback to improve and summarize the interaction along with action items after the call. Need further training for agents? Pega GenAI can create autonomous customer simulations for exactly this purpose. And, of course, Pega GenAI can power robust, human-like chatbots and further improve chatbot skills with auto-generated datasets.
There’s also plenty of new power for sales teams. Just as Pega GenAI can summarize calls with customer service agents, it can do the same for sales meetings to provide and track follow-up actions. Sales reps can also leverage AI to create sales emails that are specifically tailored to the purpose, such as a cold introduction or a follow-up, to increase productivity.
And for the back-office, Pega GenAI will enable the team to massively scale up to accelerate work and provide management with end-to-end visibility. Generating reports will be as simple as typing “Create a report showing all sales greater than $1,000 from the Pacific Northwest region in Q2 and compare it to the same period for last year.” AI can also continuously analyze workflow performance to suggest optimizations.
Perhaps most exciting, amazing as they are, these new capabilities are just the first foray for Pega into generative AI. We can expect that, over time, Pega GenAI will only become more powerful and useful. We’ll continue to work closely with Pega to stay on top of all the possibilities so that our clients can reap the full benefit from this transformational technology.
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