CRM and BPM provider Pegasystems adds new AI features

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Pegasystems has updated its Pega Infinity software suite with new AI features for business users, including back-end operations employees and service representatives, as well as developers.

The Cambridge, Mass.-based CRM and business process management (BPM) provider added AI capabilities on October 18 to its Pega Infinite Updated low-code enterprise platform 8.8, with new features for Pega Platform, Pega Customer Decision Hub, and Pega Customer Service.

The tilt of the update towards non-data-savvy citizen developers fits the trend of software vendors – including tech giantsmidsize companies and startups – gearing AI systems and capabilities towards business users.

Targeting business users

With the update, Pegasystems also targeted business users with new AI capabilities for its Pega Platform automation system, including the Developer Assistant panel, an application that provides recommendations to developers; Prediction Widget, which shows users how AI-powered predictions are made; and Pega Robot Studio, which allows users to create and deploy robots to automate repetitive tasks.

The supplier also focused on its core customer engagement technology with new features such as Pega Customer Data Connectors that connect Pega Hub to customer data platforms such as Adobe and Celebrus, and Impact Analyzer to monitor business goals and AI patterns in real time.

They can compete by facilitating its use and find their strongholds in certain sectors such as insurance and financial institutions.

Predrag JakovljevicAnalyst, Technology Assessment Centers

While competitors such as Salesforce with its AI Einstein system, Verint and Appian — which won a $2 billion judgment against Pegasystems in a trade secret theft lawsuit that Pega is appealing — offer similar automation products, Pegasystems still has room to compete, said Predrag Jakovljevic, analyst at Technology Assessment Centers.

“They can be competitive by making it easier to use and finding their strongholds in certain industries like insurance and financial institutions,” Jakovljevic said, adding that Pegasystems has long been strong in decision making, next action and case management in applications such as insurance. mortgage claims and forms.

Scaling

Like the others automation software vendors such as UiPath, Automation Anywhere and Blue Prism, Pegasystems is looking for development opportunities, said Andy Thurai, analyst at Constellation Research.

The Impact Analyzer is particularly valuable, he said, because it recommends customer engagement strategies based on cases, engagement policies and business goals. However, AI capabilities for voice and messaging – which provide a new interaction timeline with transcription capabilities and call completion features – are already part of other vendors’ arsenal on the market. call center market, he noted.

“Pega is way behind some of the vendors in the automation space and has some catching up to do,” Thurai said, adding that some of their competitors are ahead, especially in identifying and automating the process efficiency using AI and ML technologies.

Pegasystems’ competitors in RPA and BPM have a better track record for this market, he said.

“The overall RPA market is slowing down, yes, but the most innovative are moving towards different types of automation such as IT automation,” Thurai said. “Given that Pega has a decent customer base, it might be worth experimenting with improvements with them, but it might be very difficult to attract new customers against some strong competitors.”

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