Pega Introduces New Generative AI Assistant Fortified with Enterprise-Grade Integration, Auditing, and Controls

Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI decisioning and workflow automation platform provider, today announced Pega GenAI Knowledge Buddy, an enterprise-grade, generative AI-powered assistant that will quickly and easily enable customers and employees to get specific answers synthesized by generative AI from content scattered across knowledge bases. Pega GenAI Knowledge Buddy uniquely combines an innovative AI architecture with security features so organizations can transform how users access knowledge while adhering to high standards of trust and responsibility.

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Pega GenAI Knowledge Buddy providing a succinct answer to a customer service agent during a live interaction. (Graphic: Business Wire)

Enterprise knowledge content is frequently too hard to find, too complicated to understand, and too disconnected from employee and customer workflows to be useful. Information is stored within lengthy, dense documents that are fragmented across dozens of disconnected systems, leaving employees to repeatedly search to piece together the information they need to do their jobs. This also impacts customers who can’t quickly get answers using self-service channels, leading to collective frustration for all users. Generative AI bots can help in theory, but most tend to be consumer-grade products that lack the critical features enterprises need to work securely and effectively, or code-based “science projects” that are far too brittle to handle the constant flux and change in an enterprise content library.

Pega GenAI Knowledge Buddy will offer enterprises an alternative. With Knowledge Buddy, customers and employees can ask questions through simple, conversational interfaces and get specific, accurate, audited, and concise responses – with transparent attribution to source content. Knowledge Buddy will automatically search, analyze, and synthesize existing document libraries to quickly generate answers. Users can also ask Knowledge Buddy to generate new content, such as emails or documents, based on their existing libraries. Additionally, security features give organizations control over user access rights as well as transparency to understand how and from where the technology pulls information. Content authors will be able to easily add, update, or delete knowledge, with all actions managed and audited by Pega’s industry-leading workflow automation.