Can Pega Gen AI Chatbot interact with external application

Pega-as-a-Service
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Can Pega’s Gen AI chatbot get information from external application.

For e.g. - If there is leave or over time (OT) policies in external application, can Pega AI chatbot fetch the policy information based on employee’s query.

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@AbhilashR1892 :warning: This is a GenAI-powered tool. All generated answers require validation against the provided references.

Pega Process AI’s Gen AI chatbot can retrieve information from external applications through various integration methods. This capability allows the chatbot to access and present data from external systems in response to employee queries.

For your specific example regarding leave or overtime (OT) policies stored in external applications, the Gen AI chatbot can fetch this information based on an employee’s query through the following methods:

Integration Methods

  1. API Integration:
    • The chatbot can utilize REST APIs or SOAP web services to establish real-time connections with external HR systems
    • When an employee asks about specific leave policies, the chatbot would send a request to the external system’s API
    • The external system processes the request and returns the relevant policy information
    • The chatbot then presents this information to the employee in a conversational format
  2. Database Connections:
    • Direct integration with external databases where policy information is stored
    • This allows the chatbot to query and retrieve specific policy details as needed
  3. Robotic Process Automation (RPA):
    • For external systems lacking APIs or with insufficient APIs for business requirements, Pega’s RPA capability can be employed
    • This approach helps overcome integration challenges with legacy systems not designed for data sharing

Knowledge Buddy Integration

Additionally, Pega Knowledge Buddy (which can be integrated with the Gen AI chatbot) enhances these capabilities by:

  • Ingesting external text-based content through REST API services
  • Processing this information through the Pega GenAI gateway
  • Storing the processed information in the Pega GenAI Vector Store for efficient retrieval
  • Providing personalized, context-specific responses based on the user’s role and query

This integration ensures that employees receive accurate and timely responses based on the most current data available in the external HR system, making it an effective solution for providing policy information through conversational AI.

References:
Integrating with external systems
Integrating with external applications
About Pega Knowledge Buddy

Please see the resources quoted in a similar question:

Pega GenAI capability and data security concern

In particular:

Webinar: CLSA Community: Pega GenAI and the LSA

Integrating Pega applications with external systems

Masking sensitive data for use with AI

How Knowledge Buddy Works (about Retrieval Augmented Generation (RAG))