Pega Introduces New Generative AI Assistant Fortified with Enterprise-Grade Integration, Auditing, and Controls - Seite 2

Organizations will be able to easily configure unique Buddies for different use cases – such as answering marketing, operations, sales, or service questions – and quickly integrate them into any internal system or digital channel. The results: more productive employees, more satisfied customers, and more effective overall operations.

Pega GenAI Knowledge Buddy will help organizations securely unlock the full power of their knowledge bases with features that enable them to:

• Quickly and securely configure and test AI-powered assistants: Administrators will have full control over the behavior and security of their Buddies. Through a simple configuration experience, they can define and test AI-assistant prompts, guidelines, and access control. Existing content libraries are quickly imported with standard APIs. Pega’s enterprise-grade security and governance capabilities enable organizations to define role-based visibility across content bases to help ensure users have access to the appropriate information.
• Use controls to ensure quality content and user access: Knowledge Buddy maintains a history of content updates so users can understand what’s changed over time. Additionally, fine-grained controls over content ownership help ensure only approved users can add or update specific content, maintaining better version control and quality content sources.
• Leverage generative AI-powered Q&A for better accuracy and transparency: For each Buddy configured, Pega GenAI automatically enables an intelligent Q&A experience using a state-of-the-art Retrieval Augmented Generation (RAG) architecture. RAG minimizes the risk of AI hallucination by restricting GenAI models to only answer based on the client’s content in their enterprise knowledge base. Compared to other approaches that require ‘fine tuning’ a private model, this allows more rapid evolution of content without the considerable ongoing cost and hallucination risk of fine tuning. Knowledge Buddy is deployed on the certified Pega Cloud architecture, so administrators and developers can focus on optimizing the user experience – not coding the infrastructure.
• Ensure better auditability with more transparent processes: Answers generated by Buddies include clear citations back to an organization’s own content so users can easily validate answers or drill deeper into content. Additionally, conversations are tracked and audited so content managers can better report overall usage and gain insight into the types of questions being asked to fine-tune Buddies over time.
• Connect AI-powered assistants into service and operations apps: Pre-built widgets for Pega applications such as Pega Customer Service and a set of auto-generated APIs let developers plug different Buddies directly into any channel or front end for easy activation across their employee and customer population.
• Plug AI-powered assistants into customer-facing websites: Enterprises can optimize their self-service experiences by embedding Knowledge Buddy into existing websites and chatbots. This enables customers to get answers quickly and more accurately without escalating to an agent.

With Pega GenAI Knowledge Buddy’s flexible foundation for rapid deployment of generative AI-powered knowledge assistants, organizations can create their own customized Buddies for a variety of scenarios, such as: