Pegasystems embeds generative AI across low-code platform Pega Infinity

By now, most of you have heard of “generative AI” such as OpenAI, Dall-E 2, or ChatGPT. If not, please check out a blog by my colleague Spencer Izard on ChatGPT. For those that have been following the topic, you are all aware of its potential. This has led more software and platform vendors to infuse their existing and new solutions with generative AI (e.g., Adobe’s Sensei GenAI).

A road also taken by Pegasystems by announcing earlier in March 2023 that it would extend AI use in its Pega Infinity platform with a new set of generative AI capabilities. The Pega Infinity platform unifies customer engagement, customer service, and intelligent automation capabilities within a single platform. Powered by generative AI models such as those behind OpenAI and ChatGPT, Pega aims to use these capabilities combined with enterprise governance to make it ‘enterprise-ready’, enabling Pega Infinity users to generate reports, build applications, and more via natural language prompts.

With this approach, and combined with workflow automation capabilities, Pega aims to transform how its platform is consumed, enabling enterprises to achieve their business objectives faster across several use cases. Use cases, which Pega believes could be:

• Application development: App Studio could be instructed to create a mortgage application through the AI functionality with auto-generated stages and workflow steps. Leveraging Pega Infinity’s low-code capabilities with generative AI would enable enterprises to build applications and workflows much faster.
• Customer experience: The Pega Customer Decision Hub may be tasked with refining specific offers to cater to a specific audience leading to better marketing engagement rates.
• Operational insight: Task Pega applications to generate operational charts or reports for instant workflow visibility and insights.

Pega emphasizes the ability for staff to audit processes through reviews, edits, and approvals of AI-generated content to mitigate risk or bias. IT managers will also be able to integrate customer-specific generative AI APIs into the platform, to centrally manage associated licenses and controls. More generative AI capabilities and functionalities will be showcased in the latest release of the Pega Infinity platform (Pega Infinity ’23) in Q3 2023.

In PAC’s view, generative AI has significant potential at the enterprise level.  With appropriate governance in place, it takes low-code platforms such as Pega Infinity to a new level, allowing developers and IT managers to not start from a blank canvas, accelerating workflows, access to insights, and decision-making. This is the whole point of a low-code platform, to enable users to develop solid new applications and features and bring these capabilities to market quickly and cost-effectively. Over the next few months, we expect many more vendors to embed forms of generative AI into their products and platforms.