If you've spent any time calling into a contact center lately, you know that the idea that "customer service flows effortlessly" sounds almost too good to be true. Most of us have witnessed the reality: frustrated customers navigating endless phone trees, customer service representatives (CSRs) juggling multiple systems while customers repeat their stories, and self-service that feels more like self-torture.
But what if it didn't have to be this way?
At Pega, we strive to make this idea a reality with a solution where every customer service journey is consistent across any channel, delivers seamless self-service, and empowers enterprises to deliver faster resolutions. With Pega Infinity '25, we’re continuing to invest in making customer service flow effortlessly with AI you can actually trust. By leveraging the conversational power of agentic AI with the predictability and governance of enterprise workflows, Pega Customer Service Infinity '25 is transforming every customer experience.
Revolutionizing self-service: Beyond the chatbot dead end
Let's be honest about traditional self-service. Those rigid IVR systems and basic chatbots have created more frustration than resolution. Customers get trapped in conversation loops, bounced between channels, and ultimately end up speaking to a customer service advisor. Not only that, many AI agents now powered by agentic AI often rely on “black-box AI” where control, governance, and trust are often breached.
Pega Infinity '25 offers a fundamentally different approach with advanced agentic self-service that actually gets things done – with consistency and control.
Pega Self-Service Agent™ enables organizations to transform enterprise service workflows that are typically used by CSRs into agentic, conversational self-service experiences across voice and messaging channels. With Pega’s workflow and predictable AI as the foundation, all agentic self-service experiences are secure, auditable, and transparent – giving you the security and control that you need. This means that AI agents can be deployed confidently with defined enterprise parameters and policies – eliminating “black-box AI” and the risk of an agent going rogue.
Now, brands can confidently offer the same level of service provided by CSRs across any self-service channel – reducing costs, offloading volumes, and accelerating time to resolution.
Pega’s agentic AI is also transforming email automation by providing intelligent, context-aware automation that elevates both efficiency and customer satisfaction. While email has traditionally been a queue-based channel where messages sit and wait for human attention, Pega’s Agentic Email Agents turn email into a fully automated interaction channel. These agents can handle complex, multi-question emails from start to finish, or seamlessly collaborate with human CSRs when judgment calls are needed.
This offers a new paradigm of self-service.
The transformative value of these agentic experiences is crystal clear: customers resolve more issues independently, freeing your CSRs to focus on complex, high-value interactions. Every channel benefits from the same trusted logic and data, enabling faster resolutions with less customer effort, while also simplifying your technology stack by reusing the powerful assets you already have.
Creating customer service experts: Every CSR at their best
While agentic AI will continue to transform the front-office and how service gets done, we also know that human CSRs are still needed and will be needed for most complex and highly emotional inquiries. The reality is that there are some service workflows that will never be completely automated – and shouldn’t be. This means every CSR needs to perform at their absolute best, every single time.
Pega Infinity '25 empowers contact center teams to foster expert-level customer service representatives through hands-on, AI training experiences:
We're revolutionizing CSR training with our enhanced Pega Customer Service AI Simulator.
This isn't just another training module – it's like having a flight simulator for customer service. The enhanced AI simulator now supports voice, email, and messaging channels. It empowers new hires to practice with genAI-simulated customer interactions that feel completely realistic. Service leaders can customize training scenarios and customer profiles to ensure targeted, effective learning that prepares CSRs for the specific challenges they'll face.
What's really powerful is the conversation analytics and insights embedded directly within the simulator that provide actionable feedback through a genAI-powered scoring engine. CSRs get detailed insights on professionalism, customer satisfaction, effort levels, sentiment, and more. It's like having a personal coach analyzing every interaction and helping agents continuously improve their performance.
We're also measuring CSR performance against organizational KPIs with comprehensive conversational analytics. Think about the difference this makes for contact center leaders – having insights on the sentiment of every interaction, the professionalism of each engagement, and the ability to detect new conversation themes. Not just for a sampling of interactions, but for every single conversation powered by conversational AI.
Accelerating enterprise agility: Built for the future
Not only does Pega Infinity '25 focus on providing seamless experiences for customers and CSRs, we’ve also continued to invest in making life easier for IT teams and enterprise architects who need to modernize their customer service technology without disrupting ongoing operations. Pega Infinity '25 supports this in several ways, including:
- We're accelerating the path to modernization with advanced platform tooling that supports migration to Pega’s most advanced design system, Constellation, while maintaining full operational capability. Our enhanced Agentic Process Fabric makes it dramatically easier for CSRs to manage any case, from anywhere, seamlessly exposing Platform case types into Customer Service applications.
- We’re expediting service transformation through prebuilt tools and robust integrations with leading CCaaS platforms. For organizations still running on legacy voice platforms like Avaya and Cisco, we've built PegaCall support in Pega’s Constellation design system. For those pushing toward cloud-first strategies, we've extended our CCaaS integrations significantly across systems, including AWS, Genesys, NICE, and Five9.
- We’re accelerating implementation time with Pega Blueprint™ where IT and business stakeholders can collaborate, design, and visualize service workflows and agentic self-service experiences in minutes – and directly implement them into Pega Customer Service.
The agentic Center-out advantage: Why architecture matters
What ties all these capabilities together is Pega's unique center-out agentic architecture approach. Traditional customer service technology forces you to build outward from each channel – creating separate solutions for phone, web, chat, email, and messaging. This often results in inconsistent experiences, duplicated effort, and integration nightmares.
Pega’s architecture flips this completely. We start with your core enterprise workflows, business rules, and data model – the trusted processes that already govern your business operations. Then we expose these workflows to every channel through governed agents that ensure absolute consistency while allowing for channel-appropriate user experiences.
This means the same workflow that handles an address change request in your back-office system can be exposed as a conversational voice experience, a messaging flow, an email automation, or a web self-service transaction. The business logic is identical, the data is consistent, and the governance is uniform – but the customer experience is optimized for each channel.
The future of customer service is here
Customer service flowing effortlessly isn't a distant vision – it's a present reality with Pega Infinity '25. By combining the conversational power of agentic AI with the predictability and governance of enterprise workflows, we're delivering on the promise of truly transformational, customer service.
Whether you're looking to transform self-service experiences, create expert-level CSR capabilities, or modernize your entire customer service architecture, Infinity '25 provides the tools and platform you need to make it happen.
To learn more about what’s new in Pega Customer Service Infinity '25, visit pega.com/community for a comprehensive overview of all the latest features and enhancements in the release.
Start designing the future of customer service with Pega Blueprint: pega.com/blueprint.