Pega, the CRM and BPM software company, announced the launch of GenAI Knowledge Buddy, to generate answers for employees and customers based on a synthesis of content distributed across enterprise knowledge bases. It will be available in the first half of 2024.
The problem Knowledge Buddy sets out to solve is the difficulty of finding and synthesizing fragmented information scattered across different siloes in the enterprise both for staff who need it to do their jobs and for customers using self-service support channels. Knowledge Buddy will respond to ordinary language prompts and can also generate new content based on existing libraries.
Why we care. With just about every vendor in the martech space looking to embed some form of AI — usually generative AI — in its offerings, it’s worth remembering that some vendors have been in the AI game for years. Pega, along with Oracle, is one of the most prominent, originally using AI for enterprise case management, then introducing it into its customer service offering some nine years ago, and shortly thereafter into its marketing and CRM solutions. Before COVID-19 temporarily shut down live events, Pega was demonstrating AI image creation at its Pegaworld event.
Such companies face the challenge of positioning themselves at the forefront of the generative AI revolution even though AI is nothing new to them. And so we have Buddy, joining Einstein and Sensei and all the other virtual characters running AI in the martech space.
Dig deeper: Marketers need a unified platform, not more standalone tools
Customized Buddies. Knowledge Buddies can be configured by the enterprise for specific use cases. The examples Pega gives include:
- “Marketing Buddy”
- “Operations Buddy”
- “Sales Buddy”
- “Service Buddy”
Knowledge Buddy is integrated with Pega Knowledge Management — essentially Pega’s AI-powered DAM solution — and adds to the solutions, including low-code generation and chatbot configuration, already available in Pega GenAI.
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Pega, a leading provider of customer engagement and digital process automation software, has recently introduced a new artificial intelligence (AI) companion to its suite of products. The AI companion, named Pega AI, is designed to help businesses improve customer engagement and streamline operations by providing intelligent recommendations and automating tasks.
Pega AI is powered by advanced machine learning algorithms that analyze customer data and interactions to provide personalized recommendations and insights. The AI companion can be integrated with Pega’s customer relationship management (CRM) and digital process automation (DPA) platforms, allowing businesses to leverage the power of AI across their entire organization.
One of the key features of Pega AI is its ability to predict customer behavior and preferences. By analyzing customer data, Pega AI can identify patterns and trends that can help businesses anticipate customer needs and provide more personalized experiences. This can lead to increased customer satisfaction and loyalty, as well as higher conversion rates.
Pega AI also includes intelligent automation capabilities that can help businesses streamline their operations. The AI companion can automate routine tasks, such as data entry and processing, freeing up employees to focus on more complex and value-added activities. This can lead to increased efficiency and productivity, as well as cost savings.
In addition to its predictive and automation capabilities, Pega AI also includes a virtual assistant that can interact with customers in real-time. The virtual assistant can answer customer questions, provide recommendations, and even complete transactions on behalf of the customer. This can help businesses provide a more seamless and convenient customer experience.
Overall, Pega AI is a powerful tool that can help businesses improve customer engagement and streamline operations. By leveraging the power of AI, businesses can gain a competitive edge and drive growth in today’s fast-paced digital landscape.
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