New low-code capabilities from Pega for AI-powered automation

Pega delivers new intelligent, low-code capabilities for AI-powered decisioning and workflow automation.

Pegasystems has announced the latest edition of its Pega Infinity software suite. Pega says Infinity version 8.7 helps organisations innovate faster at scale while creating better total experiences for all end users with low-code innovation, applied AI and automation, and modern cloud architecture.

"An increasingly competitive marketplace, made more challenging by the pandemic-induced labour shortage, has resulted in a pressing need to retain and empower employees while meeting and surpassing customer expectations," says Pegasystems chief product officer, Kerim Akgonul.

"Gartner defines this as total experience (TX), creating optimal environments for employees and customers. Organisations need low-code, intelligent solutions that help employees, from pro developers to business users, innovate quickly and work effectively while giving customers optimal, personalised experiences during every interaction."

New enhancements to Pega Platform, Pega Customer Service, and Pega Customer Decision Hub enable businesses leaders to optimise outcomes with AI-powered capabilities in Pega Customer Decision Hub to better engage with customers, including:

Customer Profile Viewer: This new feature lets users deep dive into individual customers' propensities, behaviours, suppressions, and potential value. They can also explore customers' omnichannel interaction history to better optimise responses, proactively detect future issues, and simulate next-best-action strategy performance.

Action Performance Tracker: This feature is also new in Pega Infinity 8.7; it helps users proactively monitor offer performance and determine the success of next-best-action recommendations. Automated alerts inform users of anomalies and help prioritise triage.

Adaptive gradient boosting: These online learning algorithms increase predictive accuracy by allowing users to understand the impact of each model feature on overall performance. This helps ensure success before deploying to production for the most relevant, empathetic customer experiences possible.

Enhancements to Pega Customer Service provide faster, more personalised customer service with digital messaging, pre-built service workflows, and AI-powered tools for agents.

Pega Platform provides a future-proof architecture that offers applied AI and low-code innovation, such as new capabilities added to Pega Process AI to boost efficiency, a complete redesign of Robot Studio, and improved low-code UX.

Pega Infinity unifies customer engagement, customer service, and intelligent automation capabilities within a single platform to help accelerate digital transformation across entire global enterprises. By engaging customers with the right message, at the right time, across any channel, Pega says clients can improve customer satisfaction, increase customer lifetime value, and boost organisational productivity.

"The way we do business has changed. Today's leaders know providing great customer experiences is no longer enough," says Akgonul. "Instead, they need to refocus their efforts to also include great employee experiences.

"By implementing solutions that help create an optimal total experience, organisations gain a tremendous advantage that creates better customer experiences and empowers employees to be productive and innovate faster. These new updates to Pega Infinity are helping organisations drive truly transformative outcomes for employees and customers alike."