Pega’s latest release, Infinity 24.2, leverages generative AI to enhance decisioning, automation, and customer experiences.
Enterprise AI decisioning platform and CRM Pega released a new version of its Infinity platform, Pega Infinity 24.2. The release fulfills several promises made earlier this year at PegaWorld 2024. In particular, it extends genAI coaches across the entire Pega platform, expands LLM choice and features Google BigQuery and Snowflake integrations.
The enhancements are available immediately for Pega Cloud clients.
Why we care. Unlike many vendors, Pega has been in the AI game for a long time, at least since its acquisition of Chordiant in 2010. But AI comes in different flavors, and Pega’s central offering has always been predictive AI-based decisioning. First, it used AI to recommend the next best actions in a business process management context, then it brought those capabilities to customer experience.
Of course, it’s deploying generative AI, but also being refreshingly honest about what that means. CTO Don Schuerman told us, “I think Knowledge Buddy [Pega’s AI copilot] is well-designed and solves a lot of enterprise problems [but] I am not under the illusion that it’s the only RAG-based product that’s going to be sold. Everybody’s got one.”
Nevertheless, Pega is putting genAI assistance everywhere.
The details. There are announcements not just about the Pega platform but also specific to Pega Decision Hub and its sales and service offerings. First, the platform:
- Pega GenAI Coach, a virtual assistant, had been available in select Pega applications, now available platform-wide.
- Pega GenAI Blueprint develops app concepts based on natural language prompts. The concepts can be exported to App Studio, which produces lists of the steps needed to create the app.
- Pega’s LLM, originally fueled by OpenAI, can now be used with Amazon Bedrock (AWS) or Vertex AI (Google Cloud).
Also Read: How AI Augments, Not Replaces, Human Marketing Skills, Says Amanda Cole
Customer Decision Hub is the decisioning solution that optimizes customer interactions:
- Google BigQuery and Snowflake integrations to leverage diverse business data from the warehouse.
- Pre-defined templates for creating outbound marketing messages and accessing full campaign views from a dedicated landing page.
- Integration of brand voice with Pega GenAI.
- The ability to execute, monitor, and optimize email campaigns directly in the Hub rather than in a third-party email service provider.
In Pega Customer Service, agents can use Pega GenAI Knowledge Buddy to reduce manual knowledge base searching and provide faster customer responses. In Pega Sales Automation, sellers will receive Voice AI-powered suggestions and recommendations based on live conversations.
