Pegasystems Unveils Its GenAI Coach, a Copilot That Refuses to Stay In Its Lane
Pegasystems has introduced the Pega GenAI Coach, a virtual “mentor” that supports and advises employees.
In doing so, the Coach analyzes an employee’s work and relevant CRM data to “intelligently guide” them along the best path to complete a given task.
The virtual assistant also leverages an organization’s best practices for sales, service, and operations – alongside that contextual data – to determine that best path.
Excited to add the virtual assistant to the Pega Infinity suite, Kerim Akgonul, Chief Product Officer at Pegasystems, said:
“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.
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.
At this point, this may look like another “me too” announcement – as Pega emulates many of the other generative AI (GenAI) copilots other vendors have released.
Yet, according to Martin Schneider, Head of Research at Annuitas Research, what sets this offering apart is how well it connects to Pega’s “solid” workflow capabilities.
“While most copilot tools provide insight that would be difficult for a seller, marketer, or support agent to uncover on their own, they’re typically still siloed,” he told CX Today.
But, if the insight can be immediately “put to work” with workflow automation, not only do we drive enhanced insights with AI, but we are truly reaping the productivity gains.
That’s critical because, while most GenAI-driven copilots can help employees surface information, they are typically isolated from the underlying business processes. As such, humans still have to do much of the heavy lifting.
Yet, the Pega GenAI Coach aims to augment business processes – which cross the front- and back-office – as an “always-on” mentor.
As such, Pega pulls its portfolio closer together and takes another step towards delivering on its “autonomous enterprise” mantra.
That autonomous enterprise can mine and self-heal processes that flow across the back- and front-office, touching customers, employees, and partners.
Examples of the Pega GenAI Coach at Work
Notably, the Pega GenAI Coach is configurable – allowing businesses to tailor the solution to their objectives, processes, and specific employee/manager needs.
For instance, perhaps a business sets the objective to optimize sales performance. It could feed Coach its sales data and best practices to offer real-time, tailored suggestions for advancing deals.
Next, think of an organization that wishes to streamline back-office operations. It may ask the Coach to provide personalized instructions based on procedural knowledge and case data, ensuring slicker operations for back-office case workers.
As a final sector-specific example, consider a service team within a healthcare organization. With the objective of resolving claims faster, it could customize Coach to analyze customer claims and histories to provide prompt answers and resolution guidance.
These examples showcase how businesses can flex Coach to cover many new use cases to unlock new efficiencies within their business processes.
Yet, perhaps most fascinating is how enterprises can augment Coach with broader Pega AI capabilities to bring new possibilities to life.
Indeed, the CRM stalwart shared an example of how Coach can use statistical predictions from Pega Process AI to suggest ways to preemptively address shipping delays and service issues before they impact customers.
Lastly, Coach will pull information synthesized by GenAI Knowledge Buddy – Pega’s knowledge base – to bring enterprise data to everyone the virtual agent serves.
Pegasystems customers can expect to see Coach in action at PegaWorld iNspire 2024, Pega’s annual user conference that takes place in Las Vegas and runs from June 9-11.
