Pegasystems has announced a generative AI-powered assistant: the Pega GenAI Knowledge Buddy.
"Buddy" takes content – scattered across enterprise knowledge bases – and synthesizes it to answer employee and customer queries.
In this sense, it’s similar to many copilot solutions offered by several other big-name CX brands.
Yet, Pega notes that many of these offerings are consumer-grade and "too brittle" to cope with the flux of an enterprise content library.
It puts forward an alternative that delivers "specific, accurate, audited, and concise responses" – clearly citing the source material.
Moreover, users can leverage Buddy to generate new content – such as emails and documents - based on their knowledge libraries.
The following post – and funny promo – dives deeper.
Pega also offers security guarantees, highlighting features that provide control over user access rights and transparency into where Buddy leverages its information.
With these, Buddy will help to securely “unlock” the value from their knowledge bases, supporting agents and customers across “any channel” – alongside the broader enterprise team.
Excited to share the news, Kerim Akgonul, Chief Product Officer at Pega, said: "Organizations want to use AI to improve experiences and increase efficiency, but many existing solutions aren’t meant for the intricate inner workings and complex needs of large organizations.
"Pega Knowledge Buddy will unlock new levels of productivity with enterprise-grade generative AI capabilities that seamlessly and securely integrate into these content libraries.
[As a result], employees and customers can quickly get optimal answers and guidance with more accuracy, easily resolve service issues, and provide smoother experiences for all users.
Notably, businesses can also create customized "Buddies" for various customer experience departments – and Pega has shared examples of what these will look like.
"Buddies" for Service, Sales, and Marketing
Pega promises businesses may quickly integrate Buddy into “any internal system or digital channel” to support employees and customers.
