Tuesday, 13 April 2021 16:25

Pega adds AI to process automation capabilities Featured


The new Pega Process AI feature for Pegasystems' Pega Platform adds self-optimising AI and decision management to low-code process automation software, according to the company.

Pegasystems claims the addition of Process AI makes Pega Platform the only solution that can intelligently triage millions of incoming customer requests, transactions, and other events at enterprise scale, enabling fast and effective event resolutions while helping to lower operating costs and simplify employee and customer experiences.

Process AI is said to apply real-time AI, event stream processing, machine learning, decisioning, and natural language processing to any business process.

It incorporates hundreds of self-learning models to streamline inefficient processes for better business outcomes, to the point where it may be able to anticipate issues before they arise.

Pegasystems gives the example of an insurance company using Process AI to triage incoming claim requests after a major storm. It could automatically approve some claims, while routing more complex incidents to the best available agent.

Another scenario is a manufacturer using the new capabilities to analyse IOT-connected device signals. Where a problem is predicted, the software could automatically open a service ticket and notify the relevant dealer and end customer.

Claimed benefits include the ability to deliver more effective service at scale, increase process efficiency, and easily create and modify process AI models.

Pegasystems' 'Responsible AI' approach helps ensure algorithms result in fair and balanced outcomes that avoid unintended bias, and transparency settings help companies mitigate potential risks and maintain regulatory compliance. Self-learning capabilities are included to handle outlier events in real-world circumstances.

"Slick user interfaces quickly lose their lustre with customers if the back-end processes driving the actual work are too slow and inefficient to deliver on brand promises," said Pegasystems CTO and vice president of product marketing Don Schuerman.

"Pega Process AI combines two of Pega's most advanced solutions – AI and intelligent automation – to help ensure promises made at the front end are promises kept at the back end. By infusing AI into our deep expertise with case management and process automation, we help clients more efficiently and effectively serve their customers and assist their employees."

Process AI will be available for purchase as an add on for Pega Platform clients by the end of June 2021 as part of the Pega Infinity 8.6 product release.

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Stephen Withers

Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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