Pega Introduces Pega GenAI Coach to Intelligently Guide Users to do Their Best Possible Work
April 16 2024 - 8:00AM
Business Wire
New in-app feature analyzes workflows and gives
advice to more effectively get work done
Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI
decisioning and workflow automation platform provider, today
introduced Pega GenAITM Coach, a generative AI-powered mentor for
Pega solutions that proactively advises users to help them achieve
optimal outcomes. Leveraging an organization’s own best practices
for sales, service, and operations, Coach quickly analyzes a user’s
work and relevant data in context to intelligently guide them
toward better and faster results.
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This is a graphical representation of
Pega GenAI Coach. (Graphic: Business Wire)
While generative AI solutions can help overwhelmed employees
perform tasks, most solutions are disconnected from the underlying
workflows. This burdens users to seek guidance and determine the
perfect prompt to get answers. Instead, Pega GenAI Coach directly
integrates into workflows and acts as an always-on mentor within
Pega solutions. It analyzes work and guides users with salient
advice to overcome roadblocks. Managers can use Coach to quickly
get up to speed on their team’s work and surface insights into
their team’s performance.
Coaches can be easily configured to ensure each Coach is
tailored to an organization’s objectives and their employees’
specific needs. This helps users to achieve objectives such as:
- Optimize sales team performance: Coach analyzes existing
opportunity, lead, contact, and interaction data within Pega Sales
AutomationTM and offers suggestions to help overcome barriers in
moving deals forward. Sales leadership can easily input industry
knowledge and their own best practices directly into Coach, helping
ensure their teams are getting industry and business-specific
advice to provide prospects and clients a better sales
experience.
- Improve back-office operations: Coach helps ensure
back-office case workers can better complete complex work by
providing personalized instructions that leverage an understanding
of procedural information, regulatory requirements, and case data,
keeping everything running smoothly.
- Quickly resolve healthcare claims: Coach can help case
workers by quickly analyzing and summarizing a customer’s claim,
plan, and history to surface answers for customer inquiries, while
also providing guidance on the best path to resolution if further
steps are required.
Built on the Pega GenAITM architecture, Coach handles complex
workflows with auditability, security, and guardrails appropriate
for the enterprise. Its seamless integration with Pega AI
capabilities allows enterprises to leverage a broad spectrum of AI.
For example, Coach can use statistical predictions from Pega
Process AI to suggest ways to avoid fines related to missed
deadlines. Coach will also access information synthesized by Pega
GenAI™ Knowledge Buddy to bring relevant enterprise knowledge
directly to users as they work on cases.
Pega GenAI Coach is the latest generative AI capability in the
newest edition of the Pega InfinityTM portfolio of products, which
was also announced today and is now available. Pega will further
explore its newest generative AI capabilities at PegaWorld® iNspire
2024 – Pega’s annual user conference – at the MGM Grand in Las
Vegas from June 9-11.
For more information on Pega GenAI Coach, visit
https://www.pega.com/coach.
Quotes & Commentary: “The deluge of enterprise data,
systems, and policies enterprise employees sift through can be
overwhelming and inhibit them from getting the quick access to
information and insights they need,” said Kerim Akgonul, chief
product officer, Pega. “Pega GenAI Coach uses generative AI to
provide the high-quality guidance of an experienced senior manager
in a quickly accessible format so employees can get work done
better and faster than ever before.”
Supporting Resources:
- More information: Pega GenAI Coach
- Other background: Pega GenAI and Pega Infinity
About Pegasystems Pega provides a powerful platform that
empowers the world’s leading organizations to unlock
business-transforming outcomes with real-time optimization. Clients
use our enterprise AI decisioning and workflow automation to solve
their most pressing business challenges – from personalizing
engagement to automating service to streamlining operations. Since
1983, we’ve built our scalable and flexible architecture to help
enterprises meet today’s customer demands while continuously
transforming for tomorrow. For more information on how Pega
empowers its clients to Build for Change®, visit www.pega.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240416465533/en/
Press Contact: Sean Audet Pegasystems
sean.audet@pega.com
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