Pega Infinity ‘24 Helps Enterprises Harness Powerful GenAI Solutions to Achieve Self-Optimization
16 April 2024 - 10:00PM
Business Wire
New capabilities enable businesses to leverage
practical AI tools to achieve transformative outcomes
Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI
decisioning and workflow automation platform provider, today
announced the general availability of Pega Infinity ’24.1™. This
latest release of Pega’s portfolio of products showcases
enterprise-grade AI and automation enhancements that empower
organizations to optimize sales, service, marketing, and
operations.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20240416517571/en/
This is an image representing the
availability of Pega Infinity 24.1 from Pega. (Graphic: Business
Wire)
Pega Infinity ’24.1 includes innovative features for its suite
of solutions across industries, including Pega Platform™, Pega
Customer Decision Hub™, Pega Customer Service™, and Pega Sales
Automation™. These enhancements provide organizations
enterprise-ready AI solutions to innovate faster, streamline
processes, and better connect with customers.
This release includes new contextual AI features, including
Pega GenAI™ Coach, the latest addition to the Pega
GenAI™ set of capabilities. Announced separately today, Pega GenAI
Coach serves as a real-time mentor by analyzing employee workflows
and providing actionable insights to optimize productivity.
Complementing this is Pega GenAI™ Knowledge Buddy,
which was previewed earlier this year and is now available to help
users synthesize knowledge scattered across content libraries to
quickly answer employee and customer inquiries.
Also available today are two new accelerator bundles – Pega
GenAI™ Analyze and Pega GenAI™ Automate –
which operate in Pega Platform, Pega Customer Service, and Pega
Sales Automation to surface and summarize insights about cases,
data, meetings, and conversations:
- Pega GenAI Automate lets users offload time-consuming
activities like drafting emails and creating follow-up actions
based on recent interactions. It improves communications by
recommending responses for agents engaging with customers on
digital channels and crafts follow-up emails for salespeople to
better engage customers and prospects.
- Pega GenAI Analyze helps users understand and synthesize
information by summarizing and extracting insights around cases,
data, meetings, and conversations. Users can interact with their
data through natural language processing. This further aids with
tasks such as meeting prep by creating on-demand briefing
materials, providing contextual talking points, and summarizing
customer conversations for faster and better follow up.
Additional capabilities help enterprises unlock tangible results
across their business, including:
- New connector providing real-time customer context:
Integration with Tealium AudienceStream helps marketers
apply identity matching capabilities to merge customer profiles
(including anonymous and known data) and better predict
behavior.
- Calculate ROI for high-value audiences: Define key
customer segments in Pega Customer Decision Hub to monitor segment
performance in real time, making it easier to track success and
make adjustments.
- Curate marketing knowledge and best practices: New Pega
GenAI capabilities provide faster and easier conversational access
to process documentation, best practices, and reporting.
- Streamline sales communications with consolidated customer
views: Updated digital messaging capabilities within Pega Sales
Automation help streamline communications across customer-facing
channels with a consolidated view of all customer and prospect
information on a single screen.
Pega’s commitment to leveraging genAI innovation to provide
clients with outcome-focused, industry-changing technology includes
the recent launch of Pega GenAI Blueprint™, a collaborative
application that combines the power of genAI with Pega’s industry
best practices to turbocharge the app design process. Users can
quickly and easily create ‘application blueprints’ and deploy them
to Pega’s leading automation platform to accelerate the creation of
enterprise-grade applications.
The Pega Infinity portfolio of products, including these new
genAI capabilities, will be featured 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 Infinity ‘24, visit
https://www.pega.com/infinity.
Quotes & Commentary:
“While enterprise leaders understand the value of AI and
automation, they need practical ways to apply these technologies
changing business and customer needs in real time,” said Kerim
Akgonul, chief product officer, Pega. “Pega Infinity is providing
users with new generative AI capabilities that help them work
faster and smarter for their customers.”
“With the launch of Pega Infinity ’24, we expect that Pega’s
improved use of GenAI will speed development and unlock enterprise
innovation,” said Scott Leete, EY, global Pega alliance
relationship director. “Their integration of persona-based use
cases can add value to customer experiences, and we expect to see
EY clients experience the benefits of increased agent productivity
using Pega GenAI Automate in the Pega Client Service solution.”
“Our team and customers are buzzing about the release of Pega
Infinity ‘24.1 to unlock the power of next-gen business
transformation,” said Pankaj Jain, CEO, Aaseya. “With enhanced
genAI capabilities, and new features like data insights chat,
authoring usability improvements, and language support, we can
revolutionize the way we work and deliver value for our joint
clients. Pega is taking enterprise excellence to new heights with
this latest release.”
Supporting Resources:
- More information: Pega Infinity
- Product information: Pega GenAI Knowledge Buddy and Pega
GenAI Coach
- Additional background: Pega Gen AI and Pega GenAI
Blueprint
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.
All trademarks are the property of their respective owners.
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version on businesswire.com: https://www.businesswire.com/news/home/20240416517571/en/
Press: Sean Audet Pegasystems sean.audet@pega.com
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