One approach could be to expose complaint-related workflows through Pega MCP Service and allow external users to interact via an AI client such as Copilot or Claude. Pega preserves user authentication and authorization, so existing RBAC/ABAC policies continue to control what each user can access. This should enable users to create complaints, upload documents, and check status through a conversational interface while remaining secure and scalable. However, I would view MCP as an additional channel (according to Pega’s center-out architecture) rather than a replacement for a traditional external portal.
I’ve documented one example in this posting - How to expose Pega as MCP server for external AI clients (Infinity '26)
More MCP related references can be found in Pega GenAI Cookbook: Agentic AI Recipes - #28 by RameshSangili - cc: @RameshSangili