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As organizations continue to adopt Generative AI, many already have approved AI platforms and Large Language Models (LLMs) that align with their security, compliance, and governance requirements.
The challenge is often not identifying the right model, but integrating that model into business applications in a scalable and reusable way.
This is where Pega GenAI Connect shines.
GenAI Connect provides a simple and seamless way to invoke approved Generative AI models directly from a Pega application. Whether your organization uses OpenAI, an internally hosted Custom model, an enterprise AI gateway, or another approved LLM service, GenAI Connect enables Pega applications to consume AI capabilities as part of the business workflow.
Instead of building custom integrations for every use case, organizations can leverage GenAI Connect to rapidly introduce AI-powered capabilities into case management and business processes.
Why GenAI Connect?
Pega Cloud already provides access to multiple approved Generative AI models and services, enabling organizations to quickly adopt AI-powered capabilities within their applications. However, many enterprises have strategic AI investments, internal AI platforms, or organization-approved models that align with their business, security, compliance, and governance requirements.
Pega GenAI Connect makes it easy to extend beyond out-of-the-box AI offerings by seamlessly integrating custom and organization-approved LLMs into Pega applications.
Whether an organization chooses to leverage an approved external model, a private enterprise-hosted model, or an internally developed AI service, GenAI Connect provides a consistent and reusable integration pattern that allows AI capabilities to be embedded directly into business workflows.
Instead of building complex custom integrations for every use case, developers can leverage GenAI Connect to invoke approved AI models and focus on delivering business value.
Key benefits include:
Simplified integration with approved LLM services
Minimal custom development effort
Reusable across multiple applications and case types
Consistent invocation pattern for AI-powered capabilities
Rapid adoption of new AI-driven use cases
AI embedded directly within case workflows
The result is a seamless developer experience and a more intelligent user experience.
A Common Enterprise Challenge
Many organizations have already approved one or more AI models for enterprise use.
However, development teams often face questions such as:
- How do we integrate these models into our applications?
- How can we invoke AI services from a business workflow?
- How do we avoid creating custom integrations for every use case?
- How can we reuse AI integrations across multiple applications?
Pega GenAI Connect addresses these challenges by providing a straightforward mechanism for invoking external AI services directly within a Pega process.
Demo Scenario: Drafting Customer Letters with GenAI Connect Custom Model
In this demo, we will configure GenAI Connect to integrate with an approved AI Custom model and generate customer correspondence.
Configuration + Demo: Click here
The implementation is straightforward, and the same pattern can be reused for numerous AI-powered scenarios.
Beyond Letter Generation: Real-World Use Cases
While letter drafting is a great demonstration, GenAI Connect can support many other enterprise use cases.
Case Summarization
Generate concise summaries of:
- Investigations
- Service requests
- Customer interactions
- Long-running cases
Helping users quickly understand the current state of work.
Intelligent Email Drafting
Generate:
- Customer responses
- Service updates
- Escalation communications
- Follow-up emails
Directly from case data.
Knowledge Article Creation
Accelerate creation of:
- Support articles
- FAQs
- Internal documentation
- Troubleshooting guides
Using existing business context.
Agent Assistance
Provide agents with:
- Suggested responses
- Case summaries
- Conversation summaries
- Context-aware recommendations
Without leaving the current workflow.
Document Analysis
Leverage AI to:
- Summarize lengthy documents
- Explain complex content
- Extract key information
- Generate business-friendly insights
As part of the case lifecycle.
The Pega Advantage
The true value is not simply calling an LLM.
The real value comes from combining Generative AI with Pega’s industry-leading workflow and case management capabilities.
With Pega GenAI Connect:
- AI becomes part of the flow of work.
- Business users stay within the application.
- Existing processes remain intact.
- Organizations can leverage approved AI investments.
- New AI use cases can be introduced rapidly.
Pega makes it easy to bring Generative AI into enterprise applications without requiring complex custom integrations.
Key Takeaways
- Pega GenAI Connect provides a seamless and reusable way to integrate approved LLMs into Pega applications.
- Organizations can leverage their existing AI investments while keeping business processes within Pega.
- The same integration pattern can power content generation, case summarization, agent assistance, document understanding, and many other AI-driven use cases.
- GenAI Connect simplifies AI adoption by enabling developers to focus on business value rather than custom integrations.