I’ve posted a blog ( Building Agentic Customer Service Experiences with Pega Customer Service | Pega ) about how the new Tools that have been shipped with the recent release of Pega Customer Service 25.1.2 can unlock some interesting Agentic avenues for those in the Customer Service domain.
Now, if you’re a geek like me any new AI “stuff” is exciting - but if you’re a CS geek as well (also me!) then this is super exciting. The opportunies these Tools can unlock, and what they mean for Agentic Self-Service is fantastic - being able to take a journey in Pega and then execute that via a Voice or Messaging Agent is… well, I’ve run out of superlatives!
If you haven’t seen the blog, please take some out to have a read and (this is the important part!) let me know your thoughts below.
I’m also excited to hear of any ideas on journeys that are prime candidates for the Agentic treatment - again, let us know below!