Introduction to Agentic Messaging, Voice, and Email
The conversational Channels provide a modern and advanced Agentic self-service bot experience within your Pega Customer Service™ application on Constellation. The system facilitates human-like interactions, contextual understanding, enhanced decision making, scalability and adaptability, and escalation. The Agentic self-service bot in your application consists of an Agentic Messaging, Agentic Voice, and Agentic Email Channel.
Agentic Messaging represents a paradigm shift in customer service technology, moving beyond traditional rule-based chatbots to create intelligent, context-aware conversational experiences. Unlike conventional messaging systems that rely on predefined scripts and rigid conversation flows, Agentic Messaging uses advanced AI cognitive frameworks that are embedded within Agent Rules, to deliver human-like interactions that adapt dynamically to customer needs.
For example, when a customer messages, "I'm having trouble with my account and need to update my payment method," traditional systems might offer generic responses based on keywords or Natural Language Processing. In contrast, Agentic Messaging quickly accesses the customer's account information, understands the specific issue, and offers personalized guidance while also preparing to process the updated payment method.
The following image shows the differences between traditional messaging systems and agentic messaging systems:
The Agentic Voice Channel provides an advanced self-service AI voice bot experience in your Pega application on Constellation. It supports both Pega Customer Service™ and Pega Platform implementations, enabling interactions that mimic human voice conversation, offer contextual comprehension, enhance decision-making, ensure scalability and flexibility, and support ongoing learning.
For example, a customer calls and says, "I need help with my recent order." The Agentic Voice bot recognizes the caller's account details, understands the context of recent orders, and provides specific assistance, such as updating shipping information or addressing payment issues, all while engaging in a natural, human-like conversation.
Agentic Email provides an advanced Agentic self-service Pega GenAI Email Bot™ experience within your Pega Customer Service™ application on Constellation. This system enhances human interactions, contextual understanding, decision-making, and continuous learning within your application, while interacting with customers. These bots seamlessly integrate case data and procedural knowledge, managing complex workflows such as intelligent case creation and escalation. This advancement delivers faster, personalized responses, reduces response times, and boosts customer satisfaction through real-time, actionable communications.
For example, when a customer emails, "I can't log into my account," the Agentic Email bot analyzes the context, accesses relevant account data, and responds with tailored solutions, such as password reset instructions or security checks, while also initiating a case if further escalation is needed.
Agentic self-service model
The Agentic self-service solution includes an Agent that embeds the artificial intelligence defining the business logic for bot responses. This Agent dictates how the bot engages with users during live conversations. When you create an Agentic Messaging or Agentic Email Channel, you select an instance of the Agentic self-service solution referred to as an Agent to integrate into the system. As a prerequisite, you set up your own Agent in Infinity Studio.
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:
Chatbot architecture
The Agentic self-service solution for a Pega Customer Service application on Constellation includes an AI tools, and an integration layer for communication with Digital Messaging Service (DMS), all defined in an instance of the Agent. This improves efficiency and user satisfaction without requiring predefined messages or training.
The Agentic self-service architecture consists of a robust structure in an Agent designed to enable machines to simulate human-like cognitive processes. It represents a significant evolution from earlier AI solutions due to their ability to handle complex tasks through integrated, multi-modal AI capabilities, providing more natural, adaptive, and scalable solutions. The framework integrates various artificial intelligence techniques, such as machine learning, and reasoning to enable systems to perceive, learn, and interact with humans in natural ways.
The Agent in an application includes the following important uses:
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