Pega Expands Conversational AI in Infinity 8.8

Pegasystems has added some speech artificial intelligence capabilities in the latest edition of its Pega Infinity software suite.

Pega Infinity 8.8& includes enhancements to improve service experiences and accelerate resolution with real-time AI and automation. They include the following speech-based capabilities:

• Voice and Messaging AI's new enhanced interaction timeline with transcription capabilities, which automate call wrap-up for agents. Pega instantly creates a timeline of activities tied to the conversation after the service call ends. Additionally, new real-time supervisor alerts provide actionable insights on how to improve customer and agent experiences.
• Enhanced embedded workflow automation, which enables companies to extend Pega's workflow automation to any self-service portal. Customers, context, and workflow are transferred from self-service to any agent desktop.
• Advanced re-decisioning capabilities, powered by Pega Customer Service and Pega Customer Decision Hub, which provide agents with relevant, personalized offers in real-time based on live conversations.

"AI is no longer a buzzword business leaders can ignore. It's an essential change agent in driving transformation," said Don Schuerman, chief technology officer of Pega, in a statement. "Enterprises need pragmatic AI-powered decisioning that enables more efficient work, hyper-personalized customer engagement, and better employee experiences. At Pega, we want AI to be more accessible, transparent, and functional to help all departments within an organization make faster, better decisions that get results for the greater good of the business and its customers."