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Pega Process AI delivers self-optimizing process automation

Pegasystems has introduced Pega Process AI, a new set of Pega Platform capabilities that helps organizations optimize their business and customer operations in real time. By infusing self-optimizing AI and decision management into its low-code process automation software, Pega offers a solution that can intelligently triage millions of incoming customer requests, transactions, and other events at enterprise scale, enabling more effective event resolution while helping to lower operating costs and simplify employee and customer experience.

According to Pegasystems, as digital expectations continue to rise, organizations are turning to process automation to more efficiently assist their employees and customers. But, the company asserts, most automation solutions are too slow and rigid to meet the dynamic needs of the enterprise and even lack basic business rules capabilities. And, while some automation offerings have been enhanced with AI, they still can't scale enough to analyze the massive streams of data signals being emitted from customers that can help organizations make smarter decisions.

Process AI improves the value of process automation by applying real-time AI, event stream processing, machine learning, decisioning, and NLP to any business process. These capabilities analyze millions of streaming events and make intelligent decisions so each case gets quickly resolved. Using hundreds of self-learning models, Process AI also streamlines inefficient processes on the fly to better optimize business outcomes, enabling enterprises to more effectively and efficiently resolve events—and even anticipate issues before they arise—so they deliver the best possible customer and employee experiences.

"Slick user interfaces quickly lose their luster with customers if the back-end processes driving the actual work are too slow and inefficient to deliver on brand promises," said Don Schuerman, CTO and vice president of product marketing, Pegasystems. "Pega Process AI combines two of Pega's most advanced solutions—AI and intelligent automation—to help ensure promises made at the front end are promises kept at the back end. By infusing AI into our deep expertise with case management and process automation, we help clients more efficiently and effectively serve their customers and assist their employees."

Process AI is part of Pega Platform, a unified and open platform providing a "Center-out" method for connecting operational processes with customer experience. Using case management as the foundation, organizations are able to create applications with Pega's low-code approach, empowering developers regardless of their skill level. 

Process AI will be available for purchase as an add-on for Pega Platform clients by the end of Q2 2021 as part of the Pega Infinity 8.6 product release. For more information on Process AI, visit www.pega.com/technology/process-ai.

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