Pega GenAI Coach™ helps you ensure that your users receive consistent and predictable support during Case processing. With Coach, users can explore predefined questions to obtain information that helps move the Case toward resolution.
Pega GenAI Coach
Pega GenAI Coach is a run-time feature in Pega Platform that serves as an intelligent assistant for users by providing personalized guidance and support. Users interact with Coach to receive context-aware recommendations and step-by-step guidance for navigating complex workflows and tasks in an application. Users can ask predefined questions related to an application and its processes and receive intuitive responses without requiring deep technical knowledge.
Pega GenAI Coach is suitable for scenarios where users ask similar types of questions, such as those about a Case summary, or for when more control over questions and answers is required.
The following figure shows a sample conversation with a Coach. The conversation includes a starter question and the response provided by the Coach. The figure also shows a set of predefined questions that users can select at run time. The questions are visible after clicking the Ask <Coach name> button.
The following video shows an example of a Coach in a Case Type. After starting a conversation, the Coach immediately displays an answer to the starter question. Then, the user selects one of the predefined questions.
For more information, see Providing guided conversations by creating Pega GenAI Coach.
Agent versus Coach
Both Agent and Coach Rules provide interactive support for run-time users of your application relying on Pega GenAI; however, their options differ.
The following table lists differences between Agent and Coach Rules:
| Agent | Coach |
|---|---|
| Agent can run an automated action, communicate with a Pega Knowledge Agent™, call another Agent, retrieve information from a Data Page, and start a Case. | Coach is designed to answer questions as part of a guided experience, to provide reliable and consistent responses. |
| Users can enter their own questions and also select from predefined questions. | Users can select only from predefined questions. |
| Support for documents upload in questions. | No documents in predefined questions. |
The following list includes similarities between Agent and Coach:
- Identical run-time presentation
- Ability for users to specify system instructions and data sources.
- Inclusion of a starter question and quick-select questions.
To provide solutions in various business scenarios, you can create multiple Agent and Coach Rules and integrate them with the same Case Type. At run time, users can select with which feature they want to interact, as shown in the following figure:
