Does Pega CDH subscription can be used on data present in warehouse so that top leadership will take decision based on past data along with data engineers real time feedback and inputs from stakeholders . this initiative is for introducing decision making using AI inputs ? the purpose of application is to reduce waiting time in the service provided to end user.
It sounds like you want to use some flavour of Process AI. This can make predictions about the outcomes of workflows and so allow self-optimisation of tasks and routes through that workflow.
But I think we might need a specific use case describing what you want to achieve before we can comment further.
My use case for making effective decision to reduce queues at big offices like RTO and passport offices. Already electronic queue management systems are there for the citizens but still we can make it much more effective by taking data from application systems , schedule events data , Geolocations , Real time data feedback from operators in the office etc.
Pega Process AI is the more natural primary fit for your queue-reduction use case when the main goal is to improve internal operational workflows and case outcomes. CDH can complement it, but CDH is designed principally for scaled Next-Best-Action decisions about how to engage an individual across channels. Process AI embeds prediction and decisioning directly inside case management to optimize routing, prioritization, SLAs, escalation, and resolution.
I would position Process AI / Case Management as the core operational solution with CDH as an optional complementary layer for personalised citizen communications and intervention selection.
The objective is not only to analyse queues. It is to make and execute better operational decisions early enough to reduce waiting time at high-volume offices such as RTOs and passport offices.
The solution could combine three categories of information-
- Historical data from a warehouse/lakehouse
- Real-time operational data
- Human operational feedback
For the core problem, reducing queues and improving office operations, Process AI is the better starting point.
CDH is valuable when there are multiple competing citizen-facing actions and the system must decide which is best for a particular citizen, at that moment, in the best channel.
This combined approach uses warehouse history for forecasting, live operational events for timely decisions, human feedback for situational awareness, and governed AI/workflow automation to produce a measurable reduction in waiting time.
I am looking for a independent application like Pega decisioning studio where data is feed and top leaders will took high level decisions on office capacities , smart routing citizens to alternative locations based on there priority , effective rescheduling , increasing or reducing the staff in the office. taking whole solution to bpm is not possible due to existing system. based on the process mining data and AI the decisions will be taken.
Much of this is standard Pega workflow capability - smart routing based on case attributes, capacity etc.
Process AI is able to use the adaptive learning capability found in CDH to make predictions on outcomes of a case given a state.
What is still missing - and needed to help you - is a description of the decisions you want made where AI may be able to help. Can you take an example and describe the decision to be made, the data used to make that decision, the outcomes being decided between (routes, agent skills tasks etc) , and what is being optimised (time, cost etc) ?
My thought is to have a chatgpt kind of interface for Top leadership who can make there queries on the data lake , they usually get feedback from operators in offices and want to give better services to citizens in terms of verification process , integrating with courier service to send the application to avoid more visits to office , Document verification to faster with digilocker and data from external systems , Transfer of ownership of vehicles to speed up including data taken from fasttag like that. Configuration sets to decide officers at locations , application can communicate with other sytems using A2A protocol to make configurations by top leaders
Just for completeness, Process AI covers all the decisioning smarts that are in the platform - adaptive decisioning, predictive and NLP models, decisions strategies, event strategies, batch and real time decisioning etc.
CDH is more an application specific to 1:1 marketing and marketeers that is built on top.
Hence Process AI is more fit to your use case, and also covers all the smarts you need.
@Peter_van_der_Putten Thanks for repsonding to my topic. Most of the pega ecosystem was matured for lot of persona’s hence i took this usecase to make it better with process and intelligent automation along with Agentic process fabric.