Pega Introduces Advanced Self-Service Capabilities by Combining Pega Blueprint and Pega Predictable AI Technology

WALTHAM, Mass.--(BUSINESS WIRE)--Aug 5, 2025--

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer self-service that transforms how enterprises deliver service across channels. By combining the powerful agentic capabilities of Pega Blueprint™ and Pega Predictable AI™, organizations can leverage enterprise workflows typically used by customer service representatives (CSRs) into interactive self-service experiences that automate some of the most complex requests, with all interactions backed by enterprise-grade intelligence and control.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250805381835/en/

Organizations across industries are struggling to offload customer service workflows to self-service channels, despite what many current offerings claim to do. Current "agentic" solutions are, at their core, basic chatbots: simplistic, limited to basic queries, and introduce increased unpredictability and risk. Frequently deployed in just one channel or restricted to proprietary chat interfaces, these solutions create siloed experiences and waste development resources, resulting in brittle, expensive systems that leave frustrated customers screaming "Representative!" while over-extending CSRs.

Pega offers a fundamentally different approach to self-service, built on three core elements that power this new Pega Self-Service Agent TM to quickly resolve customer queries on any channel while driving significant cost savings:

Pega Blueprint: As the first workflow and decisioning design agent, Blueprint enables rapid creation of service workflows with secure access to customer data and enterprise content. New workflows can be deployed in hours—no code or training needed.

Center-out™ agentic architecture: Pega Self-Service Agent orchestrates these service workflows and decisions from the enterprise core through semantic understanding, ensuring consistent, scalable, intelligent service across channels, including third-party chat front ends, email, text, or other communication platforms.

Pega Predictable AI: Self-service agents follow enterprise policies, access relevant data and knowledge, execute workflows, and automate resolutions through semantic understanding that works universally across communication channels—far beyond the capabilities of black-box AI or IVR systems. Pega Predictable AI creates a reliable experience that reduces risk and frees CSRs to focus on high-value tasks.

Now, brands can confidently offer enterprise workflows in any self-service channel, powered by agents that can handle the same types of complex interactions typically done by CSRs. This includes answering questions, outlining steps, identifying and requesting documents, and dynamically guiding users through to resolution regardless of the communication platform. Additional benefits include:

These powerful customer service capabilities are available now via Pega Blueprint and in Pega Customer Service later this year as part of the Pega Infinity ’25 release. For more information, visit www.pega.com/agentic-self-service.

Quotes and commentary
"While the market buzzes with agentic AI hype, enterprises still struggle to find responsible solutions that deliver the high caliber of service customers have come to expect," said Don Schuerman, CTO, Pega. "Pega Self-Service Agent is a fundamental transformation in customer service, evolving and elevating self-service experiences rooted in existing enterprise workflows. With Pega Blueprint and Pega Predictable AI, we’re creating truly autonomous self-service that accomplishes meaningful work. This isn't just another chatbot—it's a complete reimagining of customer service that reduces costs while creating experiences customers genuinely want to engage with."

Supporting Resources:

About Pegasystems

Pega is The Enterprise Transformation Company that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world’s most influential businesses rely on our platform to solve their most pressing challenges, from personalizing engagement to automating service to streamlining operations. Since 1983, we’ve built our scalable and flexible architecture to help enterprises meet today’s customer demands while continuously transforming for tomorrow. For more information on Pega (NASDAQ: PEGA), visit www.pega.com.

All trademarks are the property of their respective owners.

Service workflows can be instantly transformed into conversational self-service agents

Users can seamlessly preview their customer service workflows across channels

Pega Self-Service Agent offers customers conversational voice interactions

Pega Self-Service Agent carries context and adheres to workflow processes, policies, and governance

TORONTO (AP) — Piper Gilles shook her head as the scores popped up on the screen.

She and Paul Poirier had just delivered their cleanest free dance of the season at the Grand Prix Final in Nagoya, Japan. The kind of skate that has landed the Canadian duo on the world championship podium three years in a row.

Yet the judges saw it differently — and the marks weren’t enough to bring home a medal.

“It definitely is disheartening. We can’t lie, we’re human,” Gilles said. “We skated two successful programs, and we emotionally and physically felt so in shape and powerful in those moments, (only) to kind of be left questioning what we’re doing, Is it enough?”

The veteran ice dancers dropped from third after the rhythm dance to fourth following the free, finishing 0.06 points behind British pair Lilah Fear and Lewis Gibson in the season’s first head-to-head competition between the world’s top six teams.

After the event, Gilles posted a quote on social media about athletic truths being “diminished and manipulated by people with agendas,” and tagged the International Skating Union.

Her husband, Nathan Kelly, replied to an ISU Instagram post saying he was disillusioned with the results. And even the Gilles’ dog account chimed in, siding with another dog account that questioned the judging.

A couple days later, Gilles addressed her fans directly, saying she was grateful for her team, partner, family and supporters despite the disappointing result.

“The ISU and the state of ice dance can’t take any of those things from me!” she wrote.

Gilles said she felt some fear criticizing the sport’s governing body — she’d also questioned the judging at last month’s Finlandia Trophy after the technical panel’s scores puzzled much of the figure skating community — but she felt compelled to speak up.

“I felt like I needed to state that and let my emotions fly a little bit,” Gilles said in a phone interview with The Canadian Press. “Having my dog comment on another dog, I think that was kind of a humorous play, but I understand how that could have looked bad.

“But I am proud about speaking out and sharing my concern because if no one does it, nothing will change.”

As Canada’s top hope for a figure skating medal at the upcoming Milan Cortina Olympics, the stakes are high for Gilles and Poirier as they compete in their 15th and possibly final season.

The two-time reigning world silver medalists entered the season with expectations for a podium spot — and a shot at Olympic gold. Now their marks have dipped almost 12 points behind defending world champions Madison Chock and Evan Bates of the United States, and even a medal isn’t a sure thing.

Poirier says vying for a place on the Olympic podium is already tough enough without second-guessing the judging system and wondering how the scoring is determined from one event to the next.

“The benchmark is always moving,” he said. “Makes it really difficult for us to understand where the room for improvement lies.

“The thing that we’re seeking the most, that the athletes are seeking the most, is clarity and consistency across events.”

Gilles and Poirier aren’t the only skaters voicing concerns. French Olympic champion Guillaume Cizeron, who won silver at the GP Final with Canadian partner Laurence Fournier Beaudry, also spoke out after their rhythm dance at Finlandia Trophy.

“I see some strange games being played that are destroying ice dance,” Cizeron said. “I don’t think I’ve ever been to a competition like this in my career, from a judging standpoint.”

Concerns about fairness in ice dance are hardly new. It is figure skating’s most subjective discipline, particularly vulnerable to politics and judging bias.

At the 1998 Nagano Olympics, one judge was recorded trying to predetermine the results, and the scandal that initially cost Canadian duo Jamie Salé and David Pelletier gold in 2002 supposedly stemmed from a vote-trading deal between a pairs judge and ice dance judge. That corruption hurt the sport’s credibility and prompted the introduction of a new judging system.

Poirier said they’ve received feedback from various officials and have mapped out a “strong strategy” with Skate Canada and their coaches heading into the second half of the season.

“We have a really clear vision of who we are as skaters and what we want to present out on the ice," he said, “and so we want to create the best opportunity for ourselves at the Olympic Games.”

AP Winter Olympics at https://apnews.com/hub/milan-cortina-2026-winter-olympics

Piper Gilles and Paul Poirier, of Canada, compete in the ice dance's free dance segment at the ISU Grand Prix of Figure Skating Final in Nagoya, central Japan, Saturday, Dec. 6, 2025. (AP Photo/Hiro Komae)

Piper Gilles and Paul Poirier, of Canada, compete in the ice dance's free dance segment at the ISU Grand Prix of Figure Skating Final in Nagoya, central Japan, Saturday, Dec. 6, 2025. (AP Photo/Hiro Komae)

Piper Gilles and Paul Poirier, of Canada, compete in the ice dance's rhythm dance segment at the ISU Grand Prix of Figure Skating Final in Nagoya, central Japan, Thursday, Dec. 4, 2025. (AP Photo/Hiro Komae)