What is the difference between Pega GenAI Coach and Knowledgebuddy exactly?-How are these different?I am trying to understand this through via different articles but none of them were able to help .And also where to configure knowledgebuddy,i cant see that under Generative AI section.
One Last thing to add is the Pega GenAI Coach like a chatbot? If I ask some out of the context question will it be able to answer? as I can see its configurations involve some kind of questions to be set.
Pega GenAI Coach is a workflow-embedded assistant that continuously analyzes case data, business rules, and best practices to proactively recommend the next best action — functioning like a virtual mentor guiding users through each step of a case.
Pega Coach is a run-time feature in Pega Platform that acts as an intelligent assistant, offering personalized guidance and support. Users interact with Coach to receive context-aware recommendations and step-by-step assistance for navigating complex workflows and tasks. They can ask predefined questions about the case summary and its processes and get intuitive answers without needing deep technical expertise.
Pega Coach is ideal when users tend to ask the same kinds of questions—such as those about a Case summary—or when tighter control over questions and answers is required.
Knowledge Buddy, by contrast, is a RAG-powered Q&A assistant that retrieves and synthesizes information from knowledge articles and documents, serving as an enterprise knowledge companion for on-demand information retrieval.
Hi @TanyaS58 : Please see the details below.
Pega Knowledge Buddy: Pega Knowledge Buddy is an AI-powered application that uses natural language processing (NLP) and machine learning to interpret user queries and provide personalized responses based on supplied data sources.
Think this as your enterprise Search where you feed in all your enterprise knowledge and search it based in Natural Language questions.
For example - You have a HRMS system, all the policies can be sourced to Knowlwdge Buddy and you can ask questions to it.
Pega GenAI Coach: Its a case level virtual mentor. Pega Coach is suitable for scenarios where users ask similar types of questions, such as those about a Case summary, or for when more control over questions and answers is required.
Assume you are are approving a case, with proper data source, you can ask questions about the case (for example summarize case).
Pega Knowledge Buddy: You cannot find this configuration in your environment if it is not subscribed for you (it need additional subscription).
To answer you on out of context question: Technically it can as similar as what you ask generic questions to any model. But in real world implementation, you will avoid it by setting up proper System instructions and Data sources.
Feel free to add in if you have any additional queries.
Thanks.
Hi @RameshSangili so basically pega gen ai coach and autopilot are same then?As you stated “Users interact with Coach to receive context-aware recommendations and step-by-step assistance for navigating complex workflows and tasks.” So it means even coach can suggest case flows etc?
Hi @ArulDevan thanks for such a detailed answer,coming to the end part so we ideally don’t give a set of pre configured questions in coach?
Hi @TanyaS58 : No. Auto Pilot is for Developers. Coach is for end users.
Thanks.
Hi @TanyaS58 : In coach you can only define pre-configured questions. There is no conversational chat.
Thanks.
Great questions! Let me help clarify the differences between Pega GenAI Coach and Pega Knowledge Buddy, and address your other concerns.
Key Differences:
Pega GenAI Coach is designed to provide real-time, task-specific guidance and expert advice during application runtime. It focuses on helping users complete specific tasks within a Pega Case by offering contextual support and feedback on end-user activities. Think of it as your expert guide that enhances your ability to perform tasks through structured guidance tailored to the workflow you’re currently working on.
Pega Knowledge Buddy, on the other hand, is an AI-powered assistant that uses natural language processing and machine learning to answer questions based on your organization’s knowledge base. It provides conversational knowledge access by generating responses from ingested knowledge articles, procedural documents, and organizational information. Knowledge Buddy excels at providing client-specific contextual information while you’re learning, developing, or working.
In essence: Coach guides you through tasks in real-time within your workflow, while Knowledge Buddy answers questions by searching your knowledge base.
Regarding Configuration:
Knowledge Buddy is a standalone product that requires specific setup. To enable it, you need to:
Knowledge Buddy may not appear directly under the Generative AI section because it’s configured separately as its own application, though it leverages Pega GenAI capabilities.
Is Pega GenAI Coach like a chatbot?
Pega GenAI Coach is similar to a chatbot in that it provides conversational support, but it’s specifically designed for task-specific guidance within your application context. It applies your organization’s best practices and available case data (such as Pulse feeds, contacts, meetings, and emails) to provide contextual, personalized recommendations. The configuration involves setting up prompts and guidance relevant to your specific workflows, which helps ensure the Coach provides relevant, in-context assistance rather than general chatbot responses. If you ask out-of-context questions, the Coach’s ability to answer would depend on how it’s configured and what knowledge sources it has access to, but its primary purpose is to help with the specific tasks and workflows it’s designed to support.
Important Note: Knowledge Buddy cannot answer questions on its own - it requires knowledge sources to be ingested into Pega Knowledge first. Without these ingested sources, it cannot provide answers.
Autopilot is used to support and guide the development team.
GenAI Coach is designed to assist business users within the Case workflow. It allows you to configure a set of common preliminary questions that can be presented to all business users during workflow execution.
For example, a prompt such as “Provide the case summary” can help someone quickly get up to speed on the case, without having to spend significant time reviewing all the details to understand it.
Knowledge buddy can be used when you want to search Enterprise internal documentation, ask queries and get relevant responses. All the Enterprise internal data must be ingested first so that aong with the query context is also sent to LLM using RAG.
I think the simple difference is:
GenAI Coach helps users inside the workflow with guidance and suggestions. It’s not a fully open chatbot, so out-of-context questions may not work properly.
Knowledge Buddy is more for searching enterprise knowledge like docs, PDFs, and articles to give answers.
So basically:
Coach = work guidance
Knowledge Buddy = knowledge search
And yes, Knowledge Buddy may not appear under the Generative AI section unless the required setup/components are enabled.
Hi @ArulDevan oh yes correct ,I got overwhelmed by both the terms.
Hi @Shahadat_Ansari can we access Pega Knowledgebuddy inside community edition?
Knowledge Buddy is like a smart help assistant.
Business users upload documents into SharePoint, and Pega reads those files and uses them as a knowledge source. When users ask questions, Knowledge Buddy searches those documents and provides the relevant answers.
Hi @TanyaS58 : No you can’t access Pega Knowledge Buddy in Community edition. I would recommend to use the academy to try concepts of Pega Knowledge Buddy.
Thanks.
