Pegasystems, known for enterprise AI decisioning and workflow automation platforms, has revealed a new AI-driven guiding feature called Pega GenAI Coach. The innovative solution uses generative AI to boost users' ability to achieve desired results by providing insightful advice directly within workflows.
The newly launched Pega GenAI Coach seamlessly integrates into workflows, acting as an ever-ready mentor within Pega solutions. The solution quickly analyses a user's work and relevant data in the context before offering informed guidance to assist in overcoming any challenges or roadblocks. This proactive and intelligent assistance allows managers to swiftly become familiar with team workflows and gain insights into team performance.
Pega GenAI Coach can be easily customised to align with an organisation's objectives and the specific needs of its employees. Among a variety of potential benefits, it is designed to optimise sales team performance, improve back-office operations, and resolve healthcare claims more efficiently.
In terms of sales team optimisation, the Coach uses existing opportunity, lead, contact, and interaction data with the Pega Sales Automation system. It provides suggestions to help teams overcome obstacles that obstruct deal progression. Back-office operations also benefit from having personalised instructions that draw upon procedural information, regulatory requirements, and case data, thus encouraging a smoother operation.
The Coach also aids in the fast resolution of healthcare claims by swiftly processing and summarising a customer's claim, plan and history. This pattern helps surface answers for customer inquiries while simultaneously guiding towards the best path to resolution if additional steps are required.
Pega GenAI Coach is built on the Pega GenAI architecture, which is known for managing complex workflows with auditability, security, and guardrails suitable for enterprise-level applications. The solution's seamless integration with other Pega AI capabilities allows organisations to make the most of a diverse range of AI. For instance, the Coach can use statistical predictions from Pega Process AI to suggest ways to avoid fines linked to missed deadlines.
According to Pega's Chief Product Officer, Kerim Akgonul, "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."
The Pega GenAI Coach is the latest innovation in the consistently updated Pega Infinity portfolio and is now available in conjunction with Pega Infinity 24.1.