Low-code automation software provider Pegasystems Inc. is enhancing its Pega Infinity portfolio of artificial intelligence tools with the launch of a generative AI-powered “employee mentor” it calls Pega GenAI Coach.

Announced today as part of the update Pega Infinity 24.1. release, Pega GenAI Coach is designed to proactively advise workers on whatever task they’re performing, so as to help them achieve more successful outcomes, the company explained. The tool is integrated with every employee’s workflow so it can analyze exactly what they’re trying to achieve, and provide intelligent, contextual advice that can help them accomplish outcomes faster.

According to Pegasystems, generative AI has already shown its potential to help employees perform many different kinds of work-related tasks. However, one of the challenges is that most generative AI assistants are disconnected from their user’s underlying workflows. That makes it more difficult to get relevant answers in the context of what they’re doing.

By integrating with each user’s workflow, Pega GenAI Coach can resolve these challenges. In addition, team managers can take advantage of this workflow integration to get up to speed with their workers’ progress.

Pegasystems explained that each GenAI Coach can be configured extensively to understand the exact objectives each user is trying to achieve. It cited a number of use cases, including the ability to optimize sales team performances by analyzing existing opportunities, leads, contacts and interaction data within the Pega Sales Automation platform. By analyzing this information, the company said, it can offer concise suggestions to help overcome barriers that are preventing deals from moving forward.

Pega GenAI Coach can also aid back-office staff by providing personalized tips and recommendations, based on its deep understanding of procedural rules, regulatory requirements and case data. It also has applications in industry verticals such as healthcare, where it can, for example, quickly resolve claims by summarizing the customer’s claim, insurance plan and history.

According to Pegasystems, Pega GenAI Coach’s powerful capabilities are aided by its deep integration into its existing suite of AI tools available in Pega Infinity. For instance, it leverages the statistical prediction capabilities of Pega Process AI to avoid fines relating to missed deadlines. Furthermore, it integrates with Pega GenAI Knowledge Buddy to bring relevant organizational knowledge to customer support team members, for example.

Chief Product Officer Kerim Akgonul said the main advantage of the new offering is it speeds up progress. Normally, when an employee faces a problem and cannot find the answers they’re looking for, they will turn to a senior manager for advice.

But this can take time, he said, since their managers aren’t always immediately accessible. “Pega GenAI Coach uses generative AI to provide the high-quality guidance of an experienced senior manager in a quickly accessible format, so employees can get work done better and faster than ever before,” he said.

The launch of Pega GenAI Coach follows the debut of Pega GenAI Blueprint in February. It was one of the company’s very first generative AI tools, giving users a way to bring their ideas for an application to life. If an employee has always wished for a specific application that can help them accomplish a manual task, they can describe briefly how that app might work. The service then spits out a blueprint for building that application, using Pega’s low-code development tools.

Users can get started with Pega GenAI Blueprint by describing the intended purpose of the app they want to build, and the tool will then guide them through the process of laying out the app’s workflow elements, incorporating relevant best practices, data models and integrations. Once the app’s design has been finalized, it can then be fed into the flagship Pega Platform and transformed into a real-life application.

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