Pegasystems Unveils “Industry-First” Self-Service Features in Latest Release

Pegasystems has officially unveiled its groundbreaking Pega Self-Service Agent, a solution the company claims will set a new standard in customer self-service. With this launch, Pega aims to tackle long-standing frustrations with traditional self-service tools by turning complex enterprise workflows into interactive, AI-powered customer experiences.

Combining the Power of Pega’s Core Technologies

At the heart of the Pega Self-Service Agent are three foundational technologies from Pega’s portfolio:

·         Pega Blueprint

·         Pega Predictable AI

·         Center-Out Agentic Architecture

Together, these pillars enable businesses to automate sophisticated service requests while maintaining complete visibility, compliance, and control.

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Turning Workflows Into Seamless Self-Service

Instead of relying on basic chatbots that often frustrate customers, the new Pega Self-Service Agent empowers users to transform complex back-end workflows into dynamic self-service journeys. Now, customers can get help through smooth, two-way conversations on any channel and if they need to speak to a live agent, the conversation picks up right where it left off, with no need to repeat anything.

Pega’s CTO, Don Schuerman, emphasized the shift, stating:

“Pega Self-Service Agent is a game-changer for customer service it uses AI to create smarter, more seamless experiences, all while staying connected to the systems and workflows businesses already rely on.”

What Sets Pega Self-Service Agent Apart?

While the market is flooded with hype around agentic AI, Pega directly addresses a core challenge: how to deliver advanced self-service without compromising service quality or regulatory compliance.

According to the company, many current tools rely on simple bots that only handle basic queries and often introduce risk and inconsistency. Pega, by contrast, embeds intelligence deep into the enterprise’s existing infrastructure, ensuring scalable, secure, and high-value service automation.

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A Closer Look at the Three Core Components

1. Pega Blueprint

With this no-code design tool, users can create and deploy customer service workflows in just hours. Blueprint offers secure access to enterprise data and content, eliminating the need for technical expertise or extensive development resources.

2. Pega Predictable AI

Unlike black-box AI models, Pega’s Predictable AI follows clear enterprise rules and uses semantic understanding to automate complex service interactions. The result? Consistent experiences across channels and smarter workload distribution freeing agents for higher-value work.

3. Center-Out Agentic Architecture

This architecture connects systems and decisions from the core of the enterprise outward, ensuring consistency across all service channels from messaging apps to email to IVR. Everything is unified under a shared semantic layer for seamless orchestration.

Key Features That Drive Impact

·         Frictionless Resolution: Customers can engage in natural, conversational self-service without losing history or context when switching to a live agent.

·         True Multichannel Delivery: Whether it’s mobile, web, IVR, or third-party chat platforms, Pega ensures a unified experience everywhere through semantic integration and open APIs.

·         Rapid Deployment: Businesses can launch existing Pega workflows instantly, or create new ones in minutes dramatically reducing implementation time.

·         Built-In Compliance: Designed with regulation in mind, every interaction is logged, auditable, and secure ensuring trustworthy, responsible AI adoption.

Why This Is a Game-Changer for Enterprises

For years, enterprises have poured resources into chatbot and IVR systems only to deliver underwhelming results. These siloed tools often lack the intelligence and depth needed to resolve real customer issues, driving up frustration and support costs.

In fact, a recent Data for Progress study revealed that 70% of Americans find automated phone systems frustrating, preferring live agents for support.

Pega’s Self-Service Agent directly addresses that pain point. By pulling from the same enterprise workflows used by live agents, it delivers smart, scalable, and context-aware automation without adding layers of complexity or risk.

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A Sustainable Path to Scalable Service Automation

Ultimately, Pega offers a powerful proposition: rather than building new systems from scratch, businesses can now extend their existing investments in workflows and decisioning into self-service channels. This allows them to scale customer support intelligently, reduce costs, and improve satisfaction all without reinventing the wheel.

With this launch, Pega positions itself not just as a provider of AI tools, but as a leader in practical, enterprise-ready automation one that’s finally closing the gap between promise and performance in customer self-service.

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