AI Capabilities in Pega Cloud
Artificial Intelligence (AI) in Pega products is multifaceted and encompasses various categories, which can be used to optimize workflows, enhance productivity, and transform legacy systems. Pega has long been recognized as a leader in analytical AI technologies, particularly in real-time decisioning and process automation. Analytical AI, a term that describes advanced Pega features in data analysis and decision-making, focuses on logical functions that drive automated decisions and optimize processes. With the advent of generative AI, Pega is well-positioned to integrate these features into its offerings, which helps clients tackle complex challenges efficiently and securely.
Explore the various categories of AI used in Pega products and the specific features that use each type.
AI types: Analytical AI versus generative AI
Before diving into Pega AI features, it is essential to differentiate between analytical AI and generative AI.
- Analytical AI is similar to the left side of the human brain, focusing on logical functions such as analytics and decision-making. It drives real-time automated decisions, recommends the Next Best Actions across Channels, and proactively identifies process inefficiencies.
- Generative AI, on the other hand, represents the right side of the brain. It infuses creativity into business processes, client interactions, and application design. This type of AI enhances the creative aspects of workflows, which enables innovative solutions and improved user experiences.
Pega AI features
The AI features that are available to you with Pega solutions fall into three categories: AI decisioning, AI productivity, and AI transformation.
The following tables describe all the AI functions available to you with Pega solutions:
AI decisioning
| Pega AI feature or capability | Use case |
|---|---|
Real-time decision management  |
Deepen customer relationships through intelligent decisions. |
| Pega Event Strategy Manager |
Identify customer needs and trigger Next Best Actions. |
| Pega Predictive Analytics |
Predict future behavior and business outcomes. |
| Pega Process AI™ |
Optimize processes through intelligent decisions. |
♦ Key: Uses analytical AI 
Uses generative AI
AI productivity
| Pega AI feature or capability | Use case |
| Pega natural language processing (NLP) |
Interpret customer messages. |
| Pega Voice AI |
Extract insights from text. |
| Pega Email Bot™ |
Respond to customer emails faster. |
| Pega Robotic Automation |
Automate repetitive work. |
| Pega Process Mining |
Analyze and transform your workflows. |
| Pega Autopilot™ |
Develop applications faster. |
| Pega CDH Assistant™ |
Understand your Pega Customer Decision Hub™ system. |
| Pega Knowledge Buddy™ |
Connect users with the knowledge they need. |
| Pega Coach™ |
Guide employees through workflows |
| Pega Analyze™ |
Analyze data. |
| Pega Automate™ |
Automate manual tasks. |
| Pega Connect™ |
Develop custom Pega GenAI-powered functionality. |
♦ Key: Uses analytical AI Uses generative AI
AI Transformation
| Pega AI feature or capability | Use Case |
| Pega Blueprint™ |
Transform app ideas into interactive blueprints |
♦ Key: Uses analytical AI Uses generative AI
For more information about each AI feature, see Overview of Pega AI in Pega Cloud.
Pega GenAI in Pega Cloud
Pega GenAI™ introduces features across Pega Infinity™ that accelerate development, simplify customer service agent experiences, optimize engagement strategies, and enable custom AI-powered functions.
Pega GenAI features are available for Pega Cloud® clients with active subscriptions. For more information about enabling Pega GenAI, see Enabling Pega GenAI in Pega Cloud.
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Additional Pega GenAI resources
- Innovation with Pega GenAI: This Pega Academy mission can help you gain an understanding of what Pega GenAI is, define the Pega GenAI features in Pega products, and recognize how Pega GenAI helps boost developer productivity, employee effectiveness, and more.
- Pega GenAI FAQ: Find answers to common Pega GenAI questions on data security, bias, hallucinations, and data localization.
- Definitions for Pega GenAI: This article provides a glossary of key generative AI terms to help you understand important concepts.
- Pega GenAI data security in Pega Cloud: Pega focuses on securing all client data in Pega Cloud to maintain client confidence in the security and privacy of their data. In this document, Pega addresses common data security, privacy, and usage concepts when processing client data through Pega GenAI.
- Using Pega GenAI securely in Pega Cloud: Pega GenAI offers robust data masking capabilities designed to protect sensitive information in prompts and completions, ensuring compliance and security.
- Enabling Pega GenAI in Pega Cloud: Pega GenAI features are available for Pega Cloud clients with active subscriptions and for clients that connect to Pega Cloud for Pega GenAI services.
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