PegaWorld 2026: Smarter Service at Scale: Powering Amazon Connect with Pega Customer Service Workflow

Afternoon, everyone. Thank you for joining us today after lunch. And I know there's so much to see in Innovation Hub today. So thank you for giving us 45 minutes to talk about Amazon Connect powered by Pega Customer Service. So just an introduction for ourselves. I'm Paul Conlin. I work in the go to market team here at Pega for working on customer service. I've been working in contact center and customer technology for a long time, as long as I can remember. So much so that Gemini, when they first made that picture, gave me lots of gray hair. I don't think we had a silver fox yet, so I toned it down a bit and gave myself probably more dark hair than I deserve. I'm joined today by. Well hi everyone. Um, as Paul was mentioning that when I used Gemini, he had to tell it to reduce his gray hair, whereas the other end.

I had to tell it to add more hair to my carton. So myself. Ujwal Bukka. I am a senior partner solution Architect from AWS. I work and collaborate with ISVs like Pega, where I build solutions for them on AWS and also work with them to do any kind of GTM activities. So first, before we get started, some audience participation. Everyone put your hand up. If you have been working with conversational AI agents either in production or POC or innovation, anyone. So keep your hand up. If it's lived up to what you expect, is it delivering the value you want it to? I need to find out what you've done to make it work. So as Kerim said this morning, keynotes and many times that, yes, the excitement for technology is there and the technology is really now ready to deliver the change. But in the last 12 to 18 months, it's never really made it into production.

And today we want to speak about how we can make that different. And this time next year, more people will have hands up and keep their hands up at the second question as well. So when the organization tries to build some kind of a customer experience, they have to look into these two key dimensions. One of them is building, you know, exceptional customer service while balancing along with the cost aspects of it. Specifically, when you talk about customer experience, many organizations out there, the way they see it is that a customer comes to them with a challenge and they just solve the challenge and move on to the next challenge. But in reality, that's the mechanism where you could build a relationship with your customer. In today's world, where our products and services are extremely commoditized, building a relationship with the customer can be your differentiator.

And we all know the customers are always having high expectations. One of the report research done by a customer experience firm called metric. What they published out of that is basically nowadays, the customers withstand only an average of 2.4 interactions out of the bad interactions with you before they move on to the next product or the next brand. So what I'm trying to get to here is providing an exceptional customer service is paramount nowadays. But the counter to that is cost. Contact centers and customer service organizations are cost centers. And there's lots of pressure on organizations to drive down costs, especially in the current state of the world, was in constant tension. So there's a driver to reduce cost but maintain customer service, even make it better. The answer today is sprinkle some AI on top and everything will magically worked. Now don't get us wrong me wrong AI is part of the answer, but it's not the only answer.

You have to have the correct foundations in place to ensure that AI can deliver the value. Make sure that it is actually executing work and getting work done, rather than just giving a nice experiences at the front end. Well, in the previous slide, I've been saying that, hey, we have to provide exceptional customer service. So let me define what I mean by that. So it boils down to these some of these few points here. Let me explain those things. When you're providing customer experience, you have to provide that as a more seamless and effortless experience for your customer. That means your customer might come to your portal and then they might ask you a question. You understand their challenge and try to run it and solve it as much as possible, without involving them to repeat themselves again so that they have a seamless, smooth, effortless experience.

The other aspect is being consistent in the sense they might start your conversations over a chat channel and then transform that to a voice channel, or vice versa. The whole context has to flow through. The customer doesn't need to repeat themselves again and again. And then the other aspect is, as we all agree, that whenever you're having that conversation, that conversation has to be personal and relevant to the challenge, specific to that particular customer at that point of time. It cannot be generic enough. And then another aspect is predictability or a, a proactively reaching out in the sense if they have, if you if you foresee some challenge with their accounts, you know, feel free to reach out to them from a customer perspective, from a customer service experience perspective, just reach out to them, flag about it. Or when you are having an active conversation with them.

If you foresee some of the steps you could upfront bring in front of them, try to bring it upfront. Don't let them wait or jump multiple hops until you know you bring them back to the same steps. When you take a step back and look at all these things. These are not unreasonable requirements, but most of the organizations struggle delivering them consistently across the channels with a good experience. That's because service organizations are complex. They have evolved over the years. There have been different projects and initiatives where you've went out to solve a specific requirement, and it has. All these systems and processes have layered up on top until we get this fundamentally fragmented mess of all different systems and processes and data that are difficult to manage. If we then apply AI to that, yes, you may get some improvements in little bits around the business, but it doesn't give you that fundamental change that you need to transform your service.

If you start to. When I asked a question earlier about who is working with AI agents and who has tried POCs, yes, these agents can give beautifully crafted conversations. They can sound very human. They can understand a Scotsman as well. So. But they can't get work done because all that back end, all those back end systems all disjointed, fragmented, and they just can't get work done. All that happens is we pass that contact across the contact center with a CSR, or a human agent picks it up. They have access to the same fragmented systems, but they are human beings. They can use their initiative and solve that customer's query, but it's difficult. And that difficulty comes through to the customer as well. They can feel that frustration. And that's where in that world, applying AI is not going to deliver the value you need to deliver.

And this is where the most important part of the slide is. This is how we believe you can solve this. So this morning, Alan, as he always does, very proud of the Center-out, he showed the Center-out slide that turned that 90 degrees. That's effectively what we've got here. Orchestration layer in the middle. That is your instruction layer of telling every persona AI agents to your human agents what must happen? So the workflow, what must happen when it must happen? Why it must happen and defines the rules to get your work done from start to finish. That workflow in the middle coordinates all your AI, AI systems and people to get work done. It gives you that predictability, that governance control, to ensure that your AI agents and your people are all following the same process defined by you from the center. And then on top of it.

What you're seeing is an interaction layer, which is powered by Amazon Connect. So you're leveraging what I'm showcasing in. There is also a list of features which it provides. And also you could leverage some of the Amazon Connect AI features to build AI agents. And then you could configure this AI agent in such a way that it can act on behalf of your customer, in the sense it can understand the challenge and try to solve it as much as possible. And then you could also enrich that AI agent to provide customer information in the sense that previous history of the conversations and all that good stuff, so that it knows about the customer and can provide an enriching experience for your customer. And extending on that, what you could do is you could connect your Amazon, connect to your back end things. This back end thing can be the orchestration layer.

In this case, it can be Pega workflows so that the AI agent or the Amazon Connect can bring in that your organization's flavor into every conversations you're going to have with your customers. And then there's Amazon Connect can be self-evolving in the sense it can understand, it can look into the previous conversations and see what went wrong, what went well, and try to learn it and try to provide a better experience next time when it's talking to your customers. And then finally, you could have a full visibility into each of those conversations with, you know, detailed real time monitoring audit logs so that you can build trust and confidence against this particular system. And on the bottom layer, you have foundation, Your Amazon Bedrock, providing large Allianz models, your knowledge data and your customers, your system of records, all your back end systems, all with a work all centered around the workflow to drive that outcome for your clients.

And what we're talking about today isn't a new solution we are bringing to market PegaWorld. This isn't a big reveal of a new product. This is something we have been working with customers already. And here are some of the logos we have already using this joint solution with Connect and Pega Customer Service. And some of them will be here today and tomorrow. So you can track them down and look them up and ask them how they are, how they're going with Amazon. Connect with Pega Customer Service. Just to pick out a couple NHS 24. That is the non-emergency health service in Scotland. So not only is it geographically close to me, it's something that's emotionally close to me because the service I've used for my children and they have won awards for this solution. And if anyone's ever dealt with the UK public sector, it was a project that was delivered on time and on budget.

That's almost unheard of in the UK public sector. But I've spoken about cost a lot. The difference with NHS 24. We never had a conversation about reducing handling time or. Obviously there's a cost in terms of when we're selling it, but it was all about the value they deliver to their call takers and their clinicians to ensure when they're speaking to sit ins and patients, they're not worried about navigating systems. That information is pushed to them at the right time. So they have they have the kind of empathy to deal with that patient who may well be in an emergency situation. Another example I wanted to pick you out here is the dxb. They really understood the value of or the power of Pega workflows, where they try to integrate that with Amazon Connect. So what I'm trying to get to here is that they have implemented the architecture of the solution, which we were talking, which are which we are talking now.

So we're going to just cover off the the four key value pillars that all those organizations are getting. And organizations we want to take this to will get as well. So starting off with. The first pillar we wanted to touch upon is the automated with AI. What we mean by that is that it's not just about deploying an AI agent, but it's about deploying an AI agent and configuring in such a way that it completes your task within your defined guardrails. The other, the next pillar is empower employees. Um, when the call has been escalated to a human agent, where now we have to enrich them with the to handle the complex tasks. So you should have build some kind of a unified experience, which will be easy for them to provide a seamless experience for your customers. And then orchestrate end to end. A key differentiator for Pega work.

When you look for in a contact center, it just the journey just doesn't end at the contact center or self service. That customer wants the work completed. So Pega we manage the work from end to end. From self service through front office, straight through back office. So you have one piece of work across all those departments and divisions. And the last pillar we will touch upon is modernizing your applications in the sense, bringing in your legacy applications more into this experience, where in a second we'll try to touch upon what are the different AWS services and also the Pega products we could leverage to modernize your applications. Now let me drill down into each one of them. The first one is I was saying automating with AI. So when I say automating with AI, I'm trying to hint it towards building some kind of a self-service experience.

So nowadays when I talk about self-service experience with the customers, the obvious thing, the obvious question comes up is that, hey, now that you folks have the bells and whistles of AI and AI agents, why do the self-service experience still fail or fail? Short of one thing which we see out there is, yes, the agents are good, which provides an enriching conversation experience, but they are not tied up to a specific business logic or the rules or the guardrails which they have to work within it, or access to the data. Then at the end of the day, it is just, you know, providing some kind of an enriching conversation experience. It won't be empowered to solve the problem altogether. And that is that workflow changes that the workflow defines what the agent should do, the information to collect, when to collect it and validate that information.

We're not the workflow isn't scripting word for word what the agent should do, that intelligence, that creativity is still there for the agent. We are just defining collect first line of address, zip code, so on and so forth, and defining what the process is and what the next step is. So that AI agent has a creativity to engage with the customer, but for your business rules. So we define what the agent does define when that process is bounded and within the rules, and when the AI agent can have creativity and get the work done. So the workflow makes the self service effective, not just intelligent. And then, as is well touched upon, your most important resource in your contact center, your people, as we push more work to self serve and we and you empower your customers to self serve. What's left for your agents?

CSR in the contact center is all the hard, difficult emotional calls. So we can't leave your CS behind. The agents aren't going to solve all your problems. So with Pega Customer Service in connect, we're building everything. We have built everything into one single user interface where that contact center rep can manage their work and their channels. So all the call control from connect and state management is all embedded within the Pega Customer Service desktop using Amazon Connect CCP panel. And we get full customer 360 view. So all the products and services, all the contact history, all within one user interface and the AI IA the AI is not left a conversation that's still there guiding that CSR through that journey powered by Amazon bedrock. So pushing the right information at the right time for that specific piece of work. The result being is that your agents or that agent would.

Your CSRs are left to what they're good at. They have that. They have now the head space to deal with your customers, give them that emotional support the needs, build relationships without worrying about what system they go to to get that information. And as I mentioned, orchestrate end to end. And that's a key part of the single piece of work across all personas, whether it be machines or human beings and systems. So even your CSRs may not be logged into Pega Customer Service desktop. They could log into another desktop or through your to your back office. But the workflow defines what must happen and when, and using the AI at the right time, where AI will deliver value and deliver the. Delivering the work to humans, where humans will deliver more value. But it's about managing that piece of work from end to end, not just that interaction in the contact center or on self-service.

And for modernizing the applications, as I was mentioning earlier, you could leverage some of the AWS services and Pega services to modernize your existing applications to bring into this experience. So when we talk about these things with the customers, usually what they say is, hey, yes, this solution looks good, but we have legacy applications, which will take around 2 to 3 years to modernize them and bring them to this experience. That's where I want to give you some examples of how you could leverage AWS services and Pega, a product that is Pega Blueprint to modernize your applications. Let's say if you have a legacy mainframe application or you have a dotnet or Java application, you could use AWS transform or AWS Hero Service to really understand your code base and extract the business rules out of it and generate an enriched documentation. And then you can feed that enriched documentation to the Pega Blueprint, which would understand the documentation and generate a no code, low code enriched workflows, which you can tie back to the business rules which are extracted from your legacy application.

And then obviously you could deploy those things into AWS. This is the exact mechanism. What in the keynote today, Omri from AWS and also Kareem from Pega were trying to allude and explain these things. So bottom line here is that you could leverage these services and the products to modernize your workloads and then bring them into this experience. So we just show you here now what that looks for, looks like for your customers and your CSRs in the contact center. So we have a short demo here where we're going to take Joseph. He is a financial service use case. He's just coming back from Vegas, and he has a foreign transaction fee on his credit card. And he doesn't understand why he's got it. So he'll contact the U+ bank AI agent, and they'll take them through the process of understanding why he has fee and managing that.

He's still not happy. He raised a complaint. It gets a bit emotional, and we'll transfer the contact through to the contact center for a CSR to pick it up. You will get two demos of price of one. So I'm going to show you a chat experience, but we'll overlay it with voice. So you kind of get multi modal experience where you can hear and see the demo. How can I help you? Hi there. I'm looking at my account and see that I was charged a foreign transaction fee. I want to look into this fee. And let me tell you now. There is no way I am paying for this. I'm so sorry to hear that. That must be really frustrating. Let me start a conversation with our support team right now to look into this for you. Let me pull up your account and get the details on that foreign transaction fee.

I found a foreign transaction fee of $9.84 from April 30th, 2026 on your account. Is this the fee you'd like me to look into? Yeah, that's the one. Perfect. Let me get more details on that charge for you. So here's what happened. You have a $5,000 monthly limit for fee free foreign transactions, and you went over that limit. Would you like me to request a waiver for this fee? What? I had no idea this was a condition on my card. And it was on the very last day of the month. I've been a loyal customer with this bank for years. And at the first chance you have to charge me a fee. You use it? Yes. Please waive the fee. I completely understand your frustration. That's really unfair. Especially when you didn't know about that limit. Let me request a waiver for you right now.

Excellent news. The fee will be reversed immediately. Should I go ahead and process that waiver for you? Yes. Now let me process that right now for you. Perfect. Your fee waiver has been processed and the $9.84 will be reversed immediately. You'll see it as a credit on your statement. Your reference number is S-34579. So hopefully you can see here that when we configure the Amazon Connect AI agent, we configured that to the back end Pega workflows and where you try to control how and what it can do with that experience and try to provide a seamless experience for your customers. And not only is the workflow guiding that agent, it can automate within the workflow itself. So when the step where you're seeing where We advised the reason for the fee. That is a step in the Pega workflow and AI step and workflow that goes and analyzes the statements.

And it's only one fee, but that could be multiple fees. And then it advises the I agent why that happens. So again, guiding the agent and adding AI at the point when it's needed. Is there anything else I can help you with today? I bet this term was buried somewhere in small print and on the very last day of the month. It's a disgrace. I want to lodge a formal complaint. I completely understand your frustration. And you're right to want to file a formal complaint. Let me get that set up for you right now. Let me confirm the details before I file this. The complaint is about the foreign transaction fee from April 30th, 2026. And you're saying the fee was on the last day of the month? Does that all look correct? Yes, that's about it. Perfect. Let me file this complaint for you.

Now. I have filed your complaint. Your complaint reference number is S-34579. Our team will review this and get back to you within 1 to 2 business days. Is there anything else I can help you with today? I don't I would rather speak to a human now. I completely understand. Let me connect you with a human agent right now who can give this the immediate attention it deserves. So the AI agent in the moment understood. This customer wants to speak to Joseph, wants to speak to a human so we can transfer this contact seamlessly through to a CSR. So we'll just show you a quite a short engagement between the CSR and the customer. Obviously, you can press this for a demo purposes, and we'll try and show you some of the capability within this solution. But if you want to see the full breadth of capability, the Pega desktop, there's many demos down Innovation Hub to bring it to life.

So as you can see here, there's a kind of Pega desktop with the Amazon Control Call Control panel embedded within. Not only that, you'll see that I'll show you in a second. You'll see that the chat Amazon chat is also available within a Pega desktop and all call controls. You can see earlier the the contact come in as an auto manual answer, but that could be auto answer. So all these controls from connect are native now to the Pega desktop through this integration. And then we'll see highlight here we'll see the customer 360 view. We'll see the guidance. We are given the CSR. So it's almost hands free. You can see the scripted dialog at the top there. That's specific to this point in that that journey and dynamically changes. So the CSR doesn't have to type anything. It will just automatically come through the chat.

They can change it if they want. But again, it's just helping them get that consistent service. And then we'll see the next best action guiding through the stage of the process to the complaint. If it starts. Here all the products and services that customer has. So in this point here we've got Next Best Action. So thank you for calling U+ Bank. Mr. Miller, I see that you're in the middle of filing a complaint. Sorry for your experiences with U+ Bank to date and hope to make things better for you. Let me review this case on your behalf and get back on track. So what we saw there was next best action popped up down the bottom, giving suggestions of what the CSR should do. This is a pretty basic, simple use case where the customer has already complained with the AI agent. So therefore you can not continue that we can build all different business rules in.

So if the customer is in payment arrears, make a suggestion. If they make a payment case or we can use an upsell cross sell opportunities. So dynamically making different suggestions to that CSR to help out them at that moment in dealing with the customer. You can see here that the AI agent has already started the complaints case. Same case reference as the AI agent confirmed in the chat experience. And then there's the information around the the complaints case. Exactly what Joseph explained when he was talking to the U+ AI agent. And we have the full transcript on the right hand side as well. So then I'm just going to show you some. We'll move through here where we show that AI is still involved and that it's reading the conversation and updating the case dynamically. So if this was a voice call, again, it'd be listening to the voice call and updating is dynamically.

You'll see here why. You'll see it's contact preferences and everything is updated automatically through. To continue. We will need you to agree to the disclosure statement. I agree. How would you like us to contact you? SMS is fine. Thank you for your patience, Mr. Miller. As a valued customer, we are going to upgrade you to the reward Card VIP, which has unlimited free foreign transactions. Thanks. And at that point, the workflow has logic in it to identify this is a high value customer. We can upgrade them to the next level of card. So it no longer has to pay foreign transaction fee. So that could be AI making a decision or just simple business rules. This customer customers high value, lots of money with them. Just upgrade the card. Or you can use AI to detect propensity to believe and make the suggestion again. But built into the workflow, the CSR isn't making a decision to whether they had upgrade or not.

It's built into your business rules and you define when this offer must happen. Thanks. That should keep this from happening in the future. You're welcome, Mr. Miller. Is there anything else I can help you with? That is all. I really hope this never happens again. Thank you for recognizing the situation and relationship with the bank. Thank you for contacting U+ Bank. Mr. Miller. Have a nice day. So we've taken a negative experience for Joseph into a positive. It didn't feel. Didn't sound very positive. Sound quite angry still. But I believe it was very happy with the outcome he got. And just to benchmark, just to go back to what I was talking about what exceptional customer service was that? That was effortless resolution. He understood the he questioned the fee on his credit card and he got it waived all within the first contact. We moved different channels and a consistent experience.

The CSR could pick up that complaint and continue that conversation with Joseph. It was personal. As you could see, we knew his transactions and we upgraded him to a proactive around who that customer is. We want to keep their business. So we proactively made that offer to upgrade to Other card. And Joseph now is happier and it will continue to work with U+ Bank. So how does that all hang together? So this is a high level architecture of what powered that particular solution or the demo. What you see, I'll quickly walk you through that this architecture. So what I'm seeing showcasing there on the left hand side is different channels that customers can reach out to you folks. Then where you could configure Amazon Connect flow and then depending upon. If you have a voice channel, you could configure an Amazon Sonic Nova model which can enrich, uh, speech to speech.

And then you could pass all that conversations into a Amazon Connect AI agent, which can act as an orchestrator here. And then for this Amazon Connect agent, you can connect your back end systems using an MPP servers. The way you what you're seeing there is we leverage another AWS service called Bedrock Agent Core Gateway, through which you can connect to the MCP servers. And you can see that. You can see that there we're connecting to the Pega Infinity MCP runtime, MCP, and the similar way, you can also connect to any other non Pega MCP servers so that you can enrich your agent to do a particular action within that boundaries. And for that experience, MCP server is a critical part here. And Kerim mentioned today coming 26. Every workflow will be now a tool as part of our MCP service. So using MCP, we can expose any Pega workflow to to an AI agent in this example, Amazon AI agent.

So it means that the AI is not improvising. As we said, it's following specific rules and guardrails you build into your workflow. It's Center-out. But the next level of Center-out a new channel. But this time being AI agents, the interaction will start and connect. It provides all the intelligence and creativity to engage with your customers, and then the execution of the work happens and workflow. And that's why our demo works today, is that it's workflow driving that consistency, consistent experience across all channels. And then if the call has to be escalated to a human agent, then you can configure Amazon Connect to transfer that particular call. In this case, what you're seeing is like you're seeing a Pega customer service portal, which a CSR would be looking at it, and it is integrated into the Amazon Connect so that it will transfer all the conversation and all the information back to the CSR so that he could, uh, take the call from where the agent left off and then deliver a value for the customers out there.

And this is the best part of the architecture, the one that no one can see because it's seamless to the CSR. They don't see two systems. They see just one system with all their information. All the complexity is hidden and their experience is very clean. So just to close all down and bring it together and that without the workflow, that AI agent is just talking, it's having a great experience without AI. The workflow works, but it goes a bit slower. But bring the two of them together. You have a really good experience for everyone, uh, really engage in AI agent, but it does work and gets work and executed. So Pega bringing the workflow intelligence And Amazon bringing this interaction layer to engage with clients. And that's how we get smarter service at scale. And with that, I'm open to any questions you may have.

Can you stand? I've been told you need to stand at microphone. Sorry. Hello. First off, this was very good. Thank you. So earlier in the presentation, you had a slide that talked about channel and interaction management. And the question I had was are you talking about having back away. Are you talking about having one phone rep on the one desktop talking with multiple interaction types, whether it be chat, phone, or email, just depending on what comes up in any particular time? Yes. Exactly that. So then what we showed there was voice and chat. So we showed you both together. But yes, as Amazon controlling the channels and routing, it will define whether the CSR delivered a chat or a voice. And all the routing intelligence stays within connect. So you can define routing rules of availability. If the CSR has a voice call, do not route a chat or vice versa.

And that's all within the connect part of the solution of the routing. So it's Amazon Connect. It's deciding what comes up on the desktop at any point in time. Yes. Okay. Thank you. Karsten Froeschke von Deutsche Telekom Services Europe and I would have a question. So maybe you have shown though this seamless integration with customer service, but anything maybe was what an AI agent cannot solve. So maybe it will be forwarded to in CSR and you are in this customer service application where you have. Then the interaction, which is, uh, on the one hand side, the workplace for the agent, but on the other hand side also a kind of documentation for the customer history. Yeah. And I would ask what happens with the conversations, maybe chats, emails, phone calls, uh, what can be solved by an AI agent itself? Will this be documented as an interaction in the customer service itself?

So maybe if the customer complaints three days later so that the CSR can take a look what happens before. So yes, that will be captured. The interaction history captures every contact with the contact center. So if I was a CSR logged in and a call came through, I can see if the customer. The customer has engaged with the AI agent, if they've sent an email to all contact will be tracked as an interaction. So yes, the CSR has full visibility of all customer touchpoints, not just the ones with humans. When they're engaging with AI agents, that will be seen as well as a contact. Even simple. If you deploy web shells, traditional, let's say, web self-service, which is a kind of form that will be tracked as well, you'll see that that's an interaction. You'll see that they come in and they made a loan application and they exited a Pega case.

You will see that's happening. So yes. There will be an interaction created, uh, even for the automatic solved. Yes, yes, yes. Okay. Thank you. Anything else? No. One more. Um, I'm with GBU financial and we got an early project that's happening. And one of the questions we've got, or really we don't know how to answer is customer verification. So I saw you had 360 up there and I know you have email and calls coming in. How did you solution your customer verification? Did you utilize AI? And if so, how did you do you MFA or biometrics or what did you utilize for your customer verification? So within Pega Customer Service, there is a, it's called an interaction case. And within that, the customer verification is already pre-built into it. So any interaction comes in. We follow your verification process. So we've not done any biometrics yet.

What we have done is standard kind of cherish passwords or kind of digit three and four. And we also do two factor authentication. And that was we didn't build ID v into the demo just for demo timing. But in a normal demo we'd probably do a second factor authentication where we'd send an SMS or email out and put that into the chat to follow your processes. But we can build verification into the solution and it would just follow whatever process you use in your organization, because we know everyone's got their own process must follow and we're not going to change. We can't change your security processes. So we can build that in. But the way the solution is built in terms of interaction case, we can automate. Every single interaction comes in. We'll go through that verification step and we can, and then we can, we can configure it to different levels.

Then maybe maybe only the identification and you can share some information. But if they go to next step, you may have to put in verification to get more detailed information. You'd have something big to tell me that we could utilize, but it's kind of what we're doing. Okay. Thank you. Okay. Thank you everyone. Enjoy the rest of PegaWorld. Pega Infinity '23.