Pegasystems addresses AI uncertainties with its innovative Pega Infinity ’25, touted as the “industry’s first” agentic enterprise transformation platform. This solution emphasizes trustworthy and predictable AI, aiming to combat skepticism highlighted by a Gartner survey where 88% of respondents expressed significant AI concerns. Pega’s Chief Product Officer, Kerim Akgonul, notes that traditional generative AI often complicates rather than clarifies. Pega Infinity sets itself apart by ensuring predictable AI execution through governance and auditability, crucial for maintaining transparency in customer interactions. The Pega Predictable AI Agent automates workflows while ensuring compliance and traceability, eliminating the ‘black box’ of AI decision-making. By incorporating a ‘human-plus-AI’ model, Pega maximizes efficiency and accountability in customer service, training, and email automation. For CX leaders, reliable automation grounded in governance is essential, making Pega Infinity ’25 a pivotal step towards redefining trustworthy AI in customer experiences, ultimately transforming how businesses interact with customers.
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