This month is **all about smarter data models, process AI, and expanding Blueprint beyond workflows**. New prediction fields, embedded data intelligence, and the Customer Engagement Blueprint open new possibilities for teams. @NikolaPitman and Randy Marcin walk us through the latest innovations. Check it out and let us know your thoughts below.
The 4 Enhancements You Need to Know
Prediction Fields Powered by Process AI
**What’s new:** Add prediction field types directly in your Blueprint data model.
**Use cases out-of-the-box:**
- **SLA Breach Prediction** — Route high-risk cases to experienced handlers
- **Escalation Prediction** — Identify cases likely to escalate and intervene early
- **Compensation Prediction** — Offer compensation proactively based on case data
- **Regulatory Action Prediction** — Flag cases with high regulatory risk
**How it works:**
- Add a new field type: “Prediction” in your Case Data Model
- Real-time insights displayed as a widget in application preview
- Use case data to orchestrate workflows conditionally based on prediction likelihood
- Blend deterministic AI with historical data for efficient operations
**Example:** High SLA breach probability → Automatically route to priority queue with conditional business rules applied
Embedded Data Enhancements
**Smarter data modeling:** Blueprint now auto-identifies common properties across case types.
**What embedded data is:**
- Field type that captures and stores information directly in case instances
- Used for common fields across multiple cases (e.g., Customer, Address, Disability Claims Info)
- Keeps data consistent across case types
**What’s new:**
- **Auto-detection** — Blueprint identifies when common properties exist across case types
- **Cleaner data models** — Automatic consolidation eliminates duplication
- **Production-ready** — Easier to pull into Infinity Studio or dev environments with no redundant fields
- **Manual option** — Still pull in embedded data structures manually when needed
Occasional User Portal (Reminder)
**Quick recap:** Out-of-the-box portal in Infinity 26 for users who interact infrequently.
- External approvers, occasional case creators, executives
- Simple, clean interface without operational complexity
- Seamlessly integrated with agentic workflows
- Full Constellation design system support
Customer Engagement Blueprint
**New template:** Blueprint now offers choice between Workflow and Customer Engagement models.
**What it is:**
- New template option when creating a blueprint (AI Workflow Builder | Pega Blueprint)
- Purpose-built for customer-facing processes and engagement scenarios
- Complements the existing Workflow Blueprint
**Supported file types for intake:**
- PDF, media files
- **NEW:** XML, CSV (marketing tool extracts)
- JPG, AVI, and other asset types
- Extensible based on customer feedback
**Use cases:**
- Customer onboarding
- Marketing campaign workflows
- Customer service journeys
- Engagement-driven processes
**Why it matters:** Organizations can now model customer-centric solutions alongside operational workflows, all in Blueprint.
Why September Matters
| Before | Now |
|---|---|
| Manual prediction configuration in Pega | Prediction fields in Blueprint data model |
| Duplicate data across case types | Auto-identify and consolidate common properties |
| One-size-fits-all blueprint model | Choose Workflow or Customer Engagement template |
| Limited file type support | Extended file types (CSV, XML, AVI, JPG, etc.) |
| Process AI as an afterthought | Process AI as a first-class design element |
| Operational focus only | Operational + Customer Engagement workflows |
Watch the Full Session
What’s New in Blueprint - September Edition - Replay
Next session: First Monday, October 5th
See you next month. 