Generative AI in Pega

Pega GenAI™ Autopilot describes all generative AI features available at design time. One benefit of Autopilot is that it accelerates the low-code application development process and delivers real-time, context-aware guidance and task prioritization at development. For example, application developers who build an application for a home loan can use the integrated Autopilot features, which provide suggestions for application components, including Case Types, fields in the Data Model, and Personas. Developers can review and modify any AI-powered recommendations before generating the suggestions.

The following video shows AI-assisted development in Pega Infinity:

Video transcript

Application development can often be time-consuming. With the help of Pega GenAI Autopilot features, you are presented with suggestions throughout development to accelerate the process.

For example, you are building a loan management application with the assistance of Autopilot. When you create a Case Type, Autopilot features suggest various Case Type names based on the application name. You can then use Autopilot to generate a suggested workflow to kickstart development. You should then review and modify any suggested Stages, Processes, and Steps. Autopilot can provide suggestions for the Case Type Data Model, including suggesting choices for a picklist field. Next, you can use Autopilot to provide suggestions for the users, or Personas, who interact with the Case Type. Use Autopilot to generate sample records for a data object to make testing easier. When you run the Case Type, you can use Autopilot to fill out the form with sample data. You can then use natural-language prompts to generate a recommended Insight, which allows you to analyze your application data.

Pega Blueprint™ is a powerful tool that enables you to rapidly and collaboratively design new applications and Case Types. The resulting Blueprint can be imported into Pega Platform to jumpstart development.

With Blueprint, you can perform the following tasks in record time:

• Collaborate on the application design without the need for a Pega instance or login because Blueprint operates independently as a SaaS tool separate from existing Pega Studios. Project stakeholders with a Pega login can still participate.
• Describe what you are trying to build in business terms. Blueprint uses that information to propose Case Types, Case Life Cycles, Data Models, data objects, and Personas, enabling quick design edits to fit business requirements.
• Receive powerful and detailed best-practice application templates instantly.
• Export the resulting Blueprint and import the file directly into Pega Platform, jumpstarting a demo or a project build-out by producing a functional application in just minutes.

The design of Blueprint does not replace App Studio or other existing Pega tools. Instead, it augments them by offering a fresh perspective on collaboration to effectively transform ideas for workflow transformation into a functional application in record time.

To create a Blueprint, go to https://pega.com/blueprint. 

The power of generative AI is built into Pega Platform, enabling you to customize Pega GenAI Connect Rules to meet the needs of your application. For example, the Pega GenAI Connect Rule can summarize the details of a complex Case for a customer service representative who has been brought in to help resolve the complaint or provide a list of required documents that the customer must submit to resolve the complaint. 

With Pega Infinity '24, you can now configure a Connect Generative AI automation Step in App Studio. Creating a Connect Rule begins with defining a Prompt. The Prompt defines the request for information sent to the Pega GenAI engine. It can be a custom Prompt specific to the Step or an existing Prompt created in Dev Studio. 

Pega GenAI responds to the prompt with one of the three following structures: 

• Structured - Single: The response consists of a single page with short paragraph or a field with a corresponding value. The system can automatically map the response directly to a field associated with the Data Model.
• Structured - List: The response consists of a bulleted list of fields and corresponding values. The system can then automatically map the values associated with the fields in the response list directly to the fields associated with an embedded data list in the Data Model.
• Unstructured: The response is long or complex, such as JSON code. In this case, it is a best practice to map the response to a field with a Field Type of Text (paragraph).

Finally, the system requires you to identify a target field in which to write the response data. You must add the target field to the UI of the application so that the response information can be displayed to the application's user.

The following figure displays both the Request and Response sections for a Connect Generative AI Rule in App Studio:

Pega GenAI Connect Rules include additional functionality, such as the ability to mask sensitive data during the request/response cycle and the power to change the language of responses based on the current user's locale setting.

Check your knowledge with the following interaction:

Unlock the future of intelligent automation with Pega GenAI Agent with real-time AI and event processing, your organization’s digital powerhouse for productivity and innovation. Seamlessly integrated into the Pega Platform, this AI-driven assistant transforms the way you work by automating routine tasks, guiding users with smart recommendations, and ensuring every action aligns with your business’s highest standards.

Imagine onboarding new team members in minutes, resolving customer queries instantly, and making data-driven decisions with confidence. Pega GenAI Agent empowers your workforce to focus on what matters most, while Tool Rules provide robust governance, security, and compliance every step of the way.

Key benefits include:

• Accelerated operations and reduced manual effort, freeing your team to drive growth and innovation.
• Consistent, high-quality outcomes powered by AI and enforced best practices.
• Effortless integration with your existing systems for true end-to-end automation.
• Enhanced user satisfaction through intuitive, conversational interactions.
• Peace of mind with enterprise-grade security and compliance controls.

The following video shows an overview of Pega GenAI Agents: 

Video transcript

Optimize your case processing with agents powered by Pega GenAI. Agents can perform a vast range of automated actions so that users of your application can focus on tasks that require human interaction.
You can configure an agent to perform various actions, such as running an automation, starting a case, calling another agent, or launching a user action. You can also list data pages and buddies to provide more context and data available for the agent. Finally, you can extend the range of the agent's capabilities by connecting it to agent-to-agent or MCP protocols.

By providing detailed descriptions and guardrails for the agent, you ensure that the agent can precisely respond to the user's question. At runtime, users converse with agents in a chat using natural language. Agents respond to users' queries and perform defined actions, greatly accelerating case processing. During a conversation, agents can also process and extract data from uploaded documents, saving time required for manual analysis. 

By incorporating agents into your case management, you help users resolve cases faster while taking advantage of powerful Pega GenAI features. Agents increase the level of automation in your processes, eliminate repetitive tasks, and minimize the risk of human error, bringing efficiency into your case processing.

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With Pega GenAI Agent and Tool Rules, you are not just automating processes; you are elevating your entire business. Experience the competitive edge that only Pega’s AI-powered automation can deliver.