Introduction to Agentic Messaging, Voice, and Email

The Agentic self-service solution includes an Agent Rule that embeds the artificial intelligence defining the business logic for bot responses. This model dictates how the chatbot engages with users during live conversations. When you create an Agentic Messaging, Agentic Voice, or Agentic Email channel, you select an existing Agentic self-service model, referred to as an Agent, to integrate into the system. You can also create your own Agent.

Key advantages

Using the Agentic self-service solution in your application offers several advantages over the current Digital Messaging chatbot that is also available in earlier releases.

The following image shows the key advantages of the agentic self-service model:

The Agentic self-service model for a Pega Customer Service application includes an AI cognitive framework, AI tools, and an integration layer for communicating with Digital Messaging Service (DMS), all of which is defined in the Agent Rule. This improves efficiency and user satisfaction without requiring predefined messages or training.

The following diagram shows the architecture of the Agentic self-service component:

The diagram shows the chatbot architecture, where Digital Messaging Service (DMS) serves as the central communication gateway, facilitating secure interactions between customers and the Pega Customer Service application through various messaging Channels. Digital Messaging Service connects to the service package, which includes Authentication and REST Service components, and links to both the Agentic self-service and Digital Messaging (MCP engine) chatbots. These chatbots interact with a central Messages Storage database to maintain conversation history and context, and the Send API component enables them to send processed information back to Digital Messaging Service.

This architecture creates a seamless flow where DMS receives customer messages, which the service package processes, and is intelligently handled by the Agentic self-service or Digital Messaging chatbot. Responses are then routed back to the customers through the Send API and Digital Messaging Service.

Data pages serve as intelligent bridges between your application and various data sources, whether they're local databases or external systems. Think of them as smart caches that retrieve and store data in memory on-demand, eliminating the need for repeated queries to the same data source. When your application needs specific information, data pages automatically load that data the first time it is requested, then keep it readily available for subsequent access until the data is no longer needed or expires.

You should consider implementing data pages when your application needs to display frequently accessed information across multiple cases, when you are integrating with external APIs that provide relatively stable data, or when you want to improve response times for data-heavy operations. Data pages are especially beneficial in high-volume environments where reducing database load directly translates to better overall system performance.

Examples:

In a recruitment application, you might create a data page to display available job openings. Rather than querying the job database every time a recruiter views the openings list, the data page loads this information once and serves it to all users until the data needs refreshing. This approach dramatically reduces database load while ensuring recruiters see consistent information.

Another common scenario involves customer service applications where agents need quick access to customer account details. A data page can cache frequently accessed customer information, allowing agents to view account histories, preferences, and contact details without waiting for database queries to complete each time they switch between customers.

For e-commerce applications, data pages excel at managing product catalogs and inventory information. Instead of hitting the product database for every product display, a data page can maintain current product details, pricing, and availability status, updating only when inventory changes occur.

You have come to the end of the topic.