The evolution of conversational self-service

Traditional self-service bots have been a disappointment. Despite years of investment, they've remained frustratingly limited by their reliance on NLP, extensive training data, and rigid architectures. As organizations rush to deploy standalone agents, they're creating a new generation of silos—disconnected from core business processes and each other. Transforming customer interactions with workflow-centric agentic AI

• The agentic revolution – Why traditional self-service bots have failed and how agentic AI is fundamentally changing what's possible for customer interactions
• The siloed agent problem – How standalone agents create new silos and governance challenges that limit their effectiveness
• Workflow as foundation – Why Pega's approach of embedding agentic AI directly into workflows delivers true enterprise transformation
• Transformative outcomes in action – Real-world examples of organizations achieving 50-70% reduction in implementation time and 30-40% improvement in first-contact resolution

Download this whitepaper to discover how Pega's workflow-centric approach to agentic AI delivers what enterprise leaders truly need: governed, secure, and scalable solutions that drive meaningful outcomes. Learn how organizations implementing this approach have seen 40% reductions in average handle time while simultaneously increasing CSAT scores by 25%.