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Pega GenAI™ Knowledge Buddy

An exciting new GenAI capability released in Infinity 24.1 - Pega GenAI™ Knowledge Buddy - allows customers, call center agents, and back-office users to get fast answers to questions based on a company's knowledge base.

Many organizations wrestle with mountains of documentation and content. Finding relevant information quickly is an issue that impacts everyone from customers, front office workers, to back office users. They must manually search documents, knowledge bases, and other information sources to get the information they need. This process is frustrating, time consuming, and inefficient, especially when the sources are dense, poorly organized, and potentially outdated.

The solution, Pega GenAI Knowledge Buddy, an enterprise grade generative AI powered assistant designed to unlock the collective knowledge of an organization. Knowledge Buddy uses your organization's own content to provide answers. Unlike ChatGPT which relies on widely available content, Knowledge Buddy uniquely combines an innovative AI architecture with security features so organizations can transform how users access knowledge while adhering to high standards of trust and responsibility. Knowledge Buddy can be integrated into native PEGA applications or through other channels via APIs.

Let's look at some of the examples where Knowledge Buddy can be used across the enterprise. Knowledge Buddy allows customers to do even more with self-service by providing a conversational interface for quick and concise answers from any data source without searching through documents, webpages, or mobile apps. This improves customer satisfaction while offloading contact center volumes. Customer service agents and sales reps can use Knowledge Buddy to access relevant information and answer customer's questions accurately and quickly. Helping to streamline the customer support process and improve agent's efficiency. Knowledge Buddy also helps back office workers who need quick access to procedural documentation or guidance. It provides them with answers to their questions, allowing them to execute their tasks more efficiently.

Ready for the next generation of AI Powered Knowledge Assistant? Reach out to your account team or to learn more.


Product Area: Customer Service Product Area: Intelligent Automation Product Area: Platform Solution Area: Customer Service Solution Area: Operational Excellence Topic: Autonomous Enterprise Topic: Customer Service Topic: Operational Excellence

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