Pega Process AI Delivers Self-Optimizing Process Automation
Pegasystems Inc. (NASDAQ: PEGA), the software company that crushes business complexity, today announced Pega Process AI – a new set of Pega Platform™ capabilities that help organizations optimize their business and customer operations in real time. By infusing self-optimizing AI and decision management into its low-code process automation software, Pega offers the only solution that can intelligently triage millions of incoming customer requests, transactions, and other events at enterprise scale. This enables fast and effective event resolutions while helping to lower operating costs and simplify employee and customer experiences.
As digital expectations continue to skyrocket, organizations are turning to process automation to more efficiently assist their employees and customers. But most automation solutions are too slow and rigid to meet the dynamic needs of the enterprise and even lack basic business rules capabilities. While some automation offerings have been enhanced with AI, they still can’t scale enough to analyze the massive streams of data signals being emitted from customers that can help organizations make smarter decisions.
Process AI turbocharges the value of process automation by applying powerful and proven real-time AI, event stream processing, machine learning, decisioning, and natural language processing (NLP) to any business process. These capabilities analyze millions of streaming events and immediately make intelligent decisions so each case gets quickly resolved. Using hundreds of self-learning models, Process AI also streamlines inefficient processes on the fly to better optimize business outcomes. This enables enterprises to more effectively and efficiently resolve events – and even anticipate issues before they arise – so they deliver the best possible customer and employee experiences.
For example, an insurance company can use Process AI to triage a surge of incoming claim requests after a major storm by automatically approving claims or routing more complex incidents to the best available agent; a financial services company can scan fraud alerts in real time and automatically open a case for a relevant security expert to investigate; or a manufacturer can analyze IOT-connected device signals and, if it predicts trouble on the horizon, proactively open a service ticket and notify a dealer and end customer to the potential issue.
With Process AI, organizations can optimize and simplify their back-end processes to realize the following benefits:
As with all Pega AI capabilities, Process AI adheres to the tenets of Responsible AI. This helps ensure algorithms result in fair and balanced outcomes that avoid unintended bias. Pega gives users more control over their AI by providing transparency settings to help companies mitigate potential risks and maintain regulatory compliance. In addition, it provides robust self-learning capabilities that can handle outlier events when exposed to real-world circumstances.
Process AI is part of Pega Platform, a unified and open platform providing a seamless Center-out™ method for connecting operational processes with customer experiences. Using case management as the foundation, organizations are able to create applications fast with Pega’s low-code approach, empowering developers regardless of their skill level. With Pega Platform, users can achieve end-to-end automation with an enterprise-grade, low-code business automation platform that gets work done, makes better decisions, and ultimately reduces cost, complexity, and uncertainty.
“Slick user interfaces quickly lose their luster with customers if the back-end processes driving the actual work are too slow and inefficient to deliver on brand promises,” said Don Schuerman, CTO and vice president of product marketing, Pegasystems. “Pega Process AI combines two of Pega’s most advanced solutions – AI and intelligent automation – to help ensure promises made at the front end are promises kept at the back end. By infusing AI into our deep expertise with case management and process automation, we help clients more efficiently and effectively serve their customers and assist their employees.”
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