Pega Introduces New Generative AI Assistant Fortified with Enterprise-Grade Integration, Auditing, and Controls
24 Janvier 2024 - 2:00PM
Business Wire
Pega GenAI Knowledge Buddy™ easily synthesizes
knowledge scattered across content libraries to quickly get answers
to employee and customer inquiries
Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI
decisioning and workflow automation platform provider, today
announced Pega GenAI Knowledge Buddy™, an enterprise-grade,
generative AI-powered assistant that will quickly and easily enable
customers and employees to get specific answers synthesized by
generative AI from content scattered across knowledge bases. Pega
GenAI Knowledge Buddy uniquely combines an innovative AI
architecture with security features so organizations can transform
how users access knowledge while adhering to high standards of
trust and responsibility.
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the full release here:
https://www.businesswire.com/news/home/20240124239149/en/
Pega GenAI Knowledge Buddy™ providing a
succinct answer to a customer service agent during a live
interaction. (Graphic: Business Wire)
Enterprise knowledge content is frequently too hard to find, too
complicated to understand, and too disconnected from employee and
customer workflows to be useful. Information is stored within
lengthy, dense documents that are fragmented across dozens of
disconnected systems, leaving employees to repeatedly search to
piece together the information they need to do their jobs. This
also impacts customers who can’t quickly get answers using
self-service channels, leading to collective frustration for all
users. Generative AI bots can help in theory, but most tend to be
consumer-grade products that lack the critical features enterprises
need to work securely and effectively, or code-based “science
projects” that are far too brittle to handle the constant flux and
change in an enterprise content library.
Pega GenAI Knowledge Buddy will offer enterprises an
alternative. With Knowledge Buddy, customers and employees can ask
questions through simple, conversational interfaces and get
specific, accurate, audited, and concise responses – with
transparent attribution to source content. Knowledge Buddy will
automatically search, analyze, and synthesize existing document
libraries to quickly generate answers. Users can also ask Knowledge
Buddy to generate new content, such as emails or documents, based
on their existing libraries. Additionally, security features give
organizations control over user access rights as well as
transparency to understand how and from where the technology pulls
information. Content authors will be able to easily add, update, or
delete knowledge, with all actions managed and audited by Pega’s
industry-leading workflow automation.
Organizations will be able to easily configure unique Buddies
for different use cases – such as answering marketing, operations,
sales, or service questions – and quickly integrate them into any
internal system or digital channel. The results: more productive
employees, more satisfied customers, and more effective overall
operations.
Pega GenAI Knowledge Buddy will help organizations securely
unlock the full power of their knowledge bases with features that
enable them to:
- Quickly and securely configure and test AI-powered
assistants: Administrators will have full control over the
behavior and security of their Buddies. Through a simple
configuration experience, they can define and test AI-assistant
prompts, guidelines, and access control. Existing content libraries
are quickly imported with standard APIs. Pega’s enterprise-grade
security and governance capabilities enable organizations to define
role-based visibility across content bases to help ensure users
have access to the appropriate information.
- Use controls to ensure quality content and user access:
Knowledge Buddy maintains a history of content updates so users can
understand what’s changed over time. Additionally, fine-grained
controls over content ownership help ensure only approved users can
add or update specific content, maintaining better version control
and quality content sources.
- Leverage generative AI-powered Q&A for better accuracy
and transparency: For each Buddy configured, Pega GenAI™
automatically enables an intelligent Q&A experience using a
state-of-the-art Retrieval Augmented Generation (RAG) architecture.
RAG minimizes the risk of AI hallucination by restricting GenAI
models to only answer based on the client’s content in their
enterprise knowledge base. Compared to other approaches that
require ‘fine tuning’ a private model, this allows more rapid
evolution of content without the considerable ongoing cost and
hallucination risk of fine tuning. Knowledge Buddy is deployed on
the certified Pega Cloud™ architecture, so administrators and
developers can focus on optimizing the user experience – not coding
the infrastructure.
- Ensure better auditability with more transparent
processes: Answers generated by Buddies include clear citations
back to an organization’s own content so users can easily validate
answers or drill deeper into content. Additionally, conversations
are tracked and audited so content managers can better report
overall usage and gain insight into the types of questions being
asked to fine-tune Buddies over time.
- Connect AI-powered assistants into service and operations
apps: Pre-built widgets for Pega applications such as Pega
Customer Service™ and a set of auto-generated APIs let developers
plug different Buddies directly into any channel or front end for
easy activation across their employee and customer population.
- Plug AI-powered assistants into customer-facing
websites: Enterprises can optimize their self-service
experiences by embedding Knowledge Buddy into existing websites and
chatbots. This enables customers to get answers quickly and more
accurately without escalating to an agent.
With Pega GenAI Knowledge Buddy’s flexible foundation for rapid
deployment of generative AI-powered knowledge assistants,
organizations can create their own customized Buddies for a variety
of scenarios, such as:
- “Marketing Buddy:” When a marketer needs to create a new
customer offer, they can ask, “What’s the best way to create a new
retention offer?” to get a concise summary of documented best
practices, followed by a step-by-step process to create the
offer.
- “Operations Buddy:” When assessing how to process a
transaction dispute in a new region, a banking operations employee
can ask, “What are the details of the regulations that apply to
this region?” and receive an instant answer rather than searching
through compliance documents.
- “Sales Buddy:” When putting together a proposal for a
prospect, a sales rep can say, “Draft me a proposal for our
enterprise offering that would resonate with an executive,” to
receive a near-final proposal rather than starting from
scratch.
- “Service Buddy:” When a mobile phone customer wants to
compare the terms of different plans, they can ask via chat, “What
are the differences between each cell phone plan?” to get a concise
summary instead of digging through website content.
Pega Knowledge Buddy also connects to knowledge libraries within
Pega Knowledge Management, which allows organizations to build,
manage, and optimize content by assisting content authors and
managers during the curation process. Pega Knowledge Management
enables content versioning and lifecycle management, content
templates, AI-generated content tagging, generative AI content
generation suggestions, user feedback, usage reporting, and
more.
Pega Knowledge Buddy is the latest generative AI-powered
capability in the Pega Infinity™ portfolio of products, building on
over 20+ new capabilities in Pega GenAI. It will be available on
Pega Cloud in the Pega Infinity ’24.1 release in H1 2024. For more
information, visit
http://www.pega.com/products/genai-knowledge-buddy.
Quotes & Commentary:
“Organizations would like to use AI to improve experiences and
increase efficiency, but many existing solutions aren’t meant for
the intricate inner workings and complex needs of large
organizations. And while many want to use generative AI to do the
heavy lifting when seeking answers within massive content
libraries, they also need security, transparency, and auditability
to use the technology with confidence,” said Kerim Akgonul, chief
product officer, Pega. “Pega Knowledge Buddy will unlock new levels
of productivity with enterprise-grade generative AI capabilities
that seamlessly and securely integrate into these content libraries
so both employees and customers can quickly get optimal answers and
guidance with more accuracy, easily resolve service issues, and
provide smoother experiences for all users.”
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/20240124239149/en/
Press: Ilena Ryan Pegasystems Ilena.ryan@pega.com
Pegasystems (NASDAQ:PEGA)
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