Pegasystems moves further into AI with new bot launch

By: Sophie Weaver

25, April, 2017


Artificial Intelligence - Chatbots -

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Pegasystems has announced the launch of a new artificial intelligence-powered bot, called “Pega Intelligent Virtual Assistant”, which aims to easily turn applications into smart assistants on any channel, from SMS and email to Facebook, Alexa, Slack, and more.

The bots are evolved from chat and data fetching novelties into sophisticated digital agents that anticipate people’s needs, make helpful suggestions, complete complex tasks, and provide exceptional experiences, the company said.

Today’s chatbots and virtual assistants fail to provide the human-like experiences they promise to deliver, Pegasystems argues, with customers and employees left with one-dimensional interactions in a contrived manner that perform only the simplest of tasks and barely adds value. According to Pega’s new global survey on AI, only 20% of consumers prefer chat-based customer service, and 80% still want a live human typing on the other end. Meanwhile, developers struggle to build and manage even more bots for the latest channels and establish a connected experience between them all.

The Pega Intelligent Virtual Assistant, which is part of the Pega Platform, overcomes these shortfalls by easily extending any Pega enterprise application to any conversational interface. It turns these channels into intelligent assistants that make personalised customer service and real work possible using natural language in voice or text. This makes bots more intelligent, useful, and gratifying for customers and employees to use in a variety of scenarios.

The Pega bot comes preconfigured to extend to Facebook Messenger, Alexa, and Google Home. Business users can easily build their own extenders to other popular messaging apps such as WeChat and Skype, as well as business collaboration apps such as Slack and Yammer.