This knowledge-sharing article demonstrates how Pega’s out-of-the-box GenAI Agent capabilities can be leveraged for intelligent case working and processing. By reasoning over case context and assisting with case-related work, GenAI Agents help accelerate case resolution, reduce manual effort, improve decision-making, and enhance workforce productivity while operating within governed business processes and guardrails.
Pega Infinity version used: 25.1.2
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How to configure
- Step 1 - Configure a new GenAI Agent rule with relevant instrutions.
I also specified a few OOTB knowledge sources to ensure that the agent can discover the right case information.
(More configurations will be shown below.)
- Step 2 - Add the new GenAI Agent rule to the case type.
Now, we’re ready to use the GenAI Agent in the case type.
Capability 1: GenAI Agent can answer a user prompt
The following UI displays a champion list of FIFA World Cup (returned by GenAI Connect, which was implemented as part of this knowledge sharing article).
Click the agent icon below.
We can either enter a free-form prompt or choose a quick-select question (pre-defined). In this example, choose the available quick-select question to see how GenAI predicts the next champion.
Here is where we can add a quick-select question in the GenAI Agent rule.
The GenAI Agent returns a response.
Capability 2: GenAI Agent can create a PDF file and attach to the case
Enter a prompt and submit.
Create a PDF file of the analysis and attach to this case.
GenAI Agent returns a response to confirm that the PDF file is created and attached to the case.
Go to the Utilities section to verify a new PDF file attached.
Here is the sample PDF file created by the agent.
I’ve used this OOTB tool in the GenAI Agent rule.
Capability 3: GenAI Agent can send an email with attachment.
Enter a prompt and submit.
Email the attached PDF file to [email protected].
Here is the email sent to my inbox.
I’ve used this OOTB tool in the GenAI Agent rule.
Capability 4: GenAI Agent can change the stage of the case.
Enter a prompt and submit.
Change the case stage to Resolve.
Answer the follow-up questions and submit.
The agent confirms the case resolution with a summary of completed actions.
The case is now resolved with an audit note entered by the user in the prompt.
I’ve used this OOTB tool in the GenAI Agent rule.
Capability 5: GenAI Agent can intelligently process, analyze, and extract meaningful information from documents.
Refer to the following Pega Academy course to see how Agents can intelligently process, analyze, and extract meaningful information from documents.
For example, the screenshot below (copied from the Pega Academy page) shows a user uploading a PDF document while working on a case and asking the Agent to analyze and identify potentially suspicious amounts.
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Please feel free to leave any comment or question.
