New Pega service offering embeds enterprise workflows into any self-service channel to deliver consistent conversational experiences that delight customers and reduce costs
WALTHAM, Mass. – August 5, 2025 – Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company™ today announced the industry’s first workflow-powered, agentic approach to customer self-service that transforms how enterprises deliver service across channels. By combining the powerful agentic capabilities of Pega Blueprint™ and Pega Predictable AI™, organizations can leverage enterprise workflows typically used by customer service representatives (CSRs) into interactive self-service experiences that automate some of the most complex requests, with all interactions backed by enterprise-grade intelligence and control.
Organizations across industries are struggling to offload customer service workflows to self-service channels, despite what many current offerings claim to do. Current “agentic” solutions are, at their core, basic chatbots: simplistic, limited to basic queries, and introduce increased unpredictability and risk. Frequently deployed in just one channel or restricted to proprietary chat interfaces, these solutions create siloed experiences and waste development resources, resulting in brittle, expensive systems that leave frustrated customers screaming “Representative!” while over-extending CSRs.
Pega offers a fundamentally different approach to self-service, built on three core elements that power this new Pega Self-Service Agent™ to quickly resolve customer queries on any channel while driving significant cost savings:
Pega Blueprint: As the first workflow and decisioning design agent, Blueprint enables rapid creation of service workflows with secure access to customer data and enterprise content. New workflows can be deployed in hours—no code or training needed.
Center-out™ agentic architecture: Pega Self-Service Agent orchestrates these service workflows and decisions from the enterprise core through semantic understanding, ensuring consistent, scalable, intelligent service across channels, including third-party chat front ends, email, text, or other communication platforms.
Pega Predictable AI: Self-service agents follow enterprise policies, access relevant data and knowledge, execute workflows, and automate resolutions through semantic understanding that works universally across communication channels—far beyond the capabilities of black-box AI or IVR systems. Pega Predictable AI creates a reliable experience that reduces risk and frees CSRs to focus on high-value tasks.
Now, brands can confidently offer enterprise workflows in any self-service channel, powered by agents that can handle the same types of complex interactions typically done by CSRs. This includes answering questions, outlining steps, identifying and requesting documents, and dynamically guiding users through to resolution regardless of the communication platform. Additional benefits include:
- Better, more efficient resolution: Customers can have natural conversations on their preferred self-service channel, asking questions and changing direction without skipping a beat. Because these AI agents and CSRs use the same enterprise workflows, transitioning to human agents when needed is seamless, with full context preserved to advance effective resolution.
- Universal channel flexibility, transparency, and consistency: The solution works across voice (IVR), digital channels (web, mobile, messaging), third-party chat systems, and other platforms through semantic integration—delivering a unified brand experience regardless of how customers engage or which front-end system they use. Pega provides APIs to connect custom chat channels to both autonomous agents and CSRs via the Pega Customer Service™ desktop.
- Faster development time: Any Pega customer service workflow can be deployed instantly, eliminating the need for additional development or design. New workflows are created in minutes, reducing implementation time from weeks to days.
- Enterprise-grade governance: Built-in compliance controls make the solution ideal for regulated industries. Every interaction is tracked, secure, and auditable—promoting transparency and accountability while scaling AI responsibly.
These powerful customer service capabilities are available now via Pega Blueprint and in Pega Customer Service later this year as part of the Pega Infinity ’25 release. For more information, visit www.pega.com/agentic-self-service.
