July 10, 2023

The top 3 Pega GenAI features you should know about

In our previous blog, we talked about the expansion of the Pega platform with the integration of generative AI (GenAI) features. This development marks a major milestone in the automation of business processes. With the introduction of GenAI, both end users and citizen developers can expect enhanced productivity, effectiveness, and an overall improved experience. In this blog, Maarten Veger will explain the three main use cases that you need to be aware of and take advantage of when they become available.

Feature 1: Pega suggests stages and steps for case & data types

While business processes may vary across organizations, there are often shared or similar steps that can be used. Imagine if creating a case no longer required manually thinking through and adding stages and steps. With the integration of GenAI to the Pega platform, that will be possible. The new GenAI features allow Pega to suggest stages and steps based on industry best practices as soon as you enter a case type. The same process can be applied to other parts of the development process. For example, data objects (data types) and their attributes (properties). Just as with case creation, data objects commonly share the same attributes across organizations.

Screenshot of the creation of a case type, wereby "use AI to generate stages and steps" is selected

Screenshot of the creation of stages and steps for a mortgage application generated with AI. Steps include: pre-application, application process, mortgage approval, and closing.

Suggested stages and steps for the “Mortgage” case type generated with GenAI

Will Pega GenAI then always provide perfect suggestions? Probably not, as suggestions might need to be adjusted to the organization’s specific wishes and requirements. However, it can save organizations and developers valuable time if 80% of the steps are already prefilled. This will eliminate the need to reinvent the wheel. After all, why start from scratch when others have already put thought into this?

Feature 2: Pega generates sample/test data automatically

When your development team is setting up new data types and their attributes, having access to sample and test data is important for demonstrations and testing purposes. However, in the early stages of development, reality shows that manually adding sample data with random names often falls short of covering all possible variations.

There are tools available to generate test sets, but why not simplify the process with just a click of a button? With the typical purple star option, you can use generative AI features to automatically generate sample and test data. This saves valuable time for your development team, but also allows them to focus on building your business processes and logic, rather than getting bogged down with manual data entry.

Screenshot of the option to generate sample data with GenAI in Pega. Highlights the purple button with purple star in the application.

Option to generate sample data with GenAI in Pega

Feature 3: Pega personalizes communication with GenAI

One of the fascinating features showcased at PegaWorld iNspire 2023 was Pega’s ability to use AI to generate content tailored to customer profiles. This content employed the appropriate tone and messaging to effectively engage customers. By selecting one of Cialdini’s Principles, desired tone, and providing additional instructions, GenAI delivers an email that can be further fine-tuned to your specific requirements (see image below).

While this feature is initially embedded within the realm of 1:1 marketing, I believe its potential extends beyond. For example, it can be a valuable asset in any process that involves sending emails to clients, where the goal is to deliver a tailored message that caters to their specific needs. Personally, I believe GenAI holds immense promise and potential in the context of customer interactions, as it can revolutionize the way in which organizations engage with their customers on a personal level.

Screenshot of email generated with GenAI, based on Cialdini's principle of authority.

An email generate with GenAI in Pega using Cialdini’s principal of Authority  

When can you start using the GenAI features?

So, when will these GenAI features come available? The upcoming release of Pega Infinity ’23 in the third quarter of 2023 will see the introduction of the GenAI features. With an array of 20+ features, and even more to follow in subsequent releases, there will undoubtedly be features that cater to your needs. However, there might still be instances where you desire to expand upon specific use cases. The building blocks of GenAI lie in its connector to various GenAI service providers. This can be used for sending other requests from Pega to explore and develop interesting uses case of your own.

In the meantime, you can establish a connection to the OpenAI API, PaLM API, or other GenAI service providers. This allows you to use these tools as building blocks for your Pega cases across a range of use cases. So, if you can’t wait to get started with generative AI, you have alternative options to explore and make the most of GenAI capabilities.

Explore the possibilities with Pega

In a fast-changing world, Pega continually expands its features to help organizations. Are you eager to explore more developments within the Pega platform? Then read our blog about process mining or the autonomous enterprise.

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