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

Delivering exceptional service at scale requires more than connecting systems — it requires intelligent orchestration. In this session, learn how Pega Customer Service provides the workflow engine that powers Amazon AI Agents within AWS Connect to create a unified, cloud‑native service platform.

We’ll show how workflow delivers consistent, end‑to‑end experiences across AI‑driven and human‑led interactions, ensuring AI agents and CSRs operate within the same processes, rules, and outcomes to improve productivity and scale service with confidence.