From AI pilots to connected customer service

The pilot worked. The results looked promising. So why is your customer service operation still fragmented, reactive, and expensive to run? For most organizations, the gap between proof of concept and real, scalable AI isn't the technology-it's the work itself. The areas with the highest ROI are the most complex, most critical, and the hardest to change. AI leaders aren't bolting AI onto broken processes. They're rethinking how customer service actually operates - redesigning mission-critical processes for the AI era. At PegaWorld 2026, leaders and experts showed how they closed that gap - turning AI pilots into production-ready operations that reduce cost, improve resolution, and make customers feel genuinely served.

This virtual session goes beyond the promise of AI and into the operational reality and shows what it takes to make agentic AI and human expertise work in perfect harmony.

• See AI operations in action - real PegaWorld stories from customer service leaders who have moved past the pilot phase and are running AI at enterprise scale - with measurable results
• Understand the orchestration challenge - discover why great AI models alone aren't enough, and how Pega's workflow engine ensures every interaction carries full context, with no repeated questions and no dropped handoffs
• Build the case for moving forward - whether you're evaluating, piloting, or ready to scale, this session gives you the language, the proof points, and the next step to take back to your leadership team