No Jitter Roll: Pega Launches Self-Service Agent
This week’s update focuses on key developments in customer service technology that matter to support teams. From Pega’s new self-service agent to fresh training programs and partnerships enhancing AI capabilities, here’s what you should know.
Pega Introduces Self-Service Agent to Streamline Customer Support
PegaSystems is combining its workflow design tool, Pega Blueprint, with Predictable AI and its Center-out agentic architecture to launch the Pega Self-Service Agent. This new agent automates customer service workflows securely and efficiently, allowing customer service representatives (CSRs) to focus on more complex tasks.
By orchestrating service workflows and leveraging AI to handle routine interactions, the Self-Service Agent reduces repetitive work and speeds up issue resolution, making it easier for support teams to manage higher volumes without sacrificing quality.
Cognigy’s Mastery Program Builds Skills for AI Agent Development
Cognigy has launched a Mastery Program aimed at equipping designers, developers, and implementation teams with practical skills to build AI-driven agents for contact centers. The program offers courses covering the full message lifecycle, modular business logic integration, multilingual agent creation, voice channel deployment, and performance tracking through analytics.
- Understanding the Message Lifecycle: Manage message flow and execution.
- Integrating a Business Layer: Separate logic from flow design.
- Multilingual AI Agents: Build agents that serve global audiences.
- Publishing on Voice: Deploy AI agents on voice channels effectively.
- Tracking & Reporting with Analytics: Measure and optimize agent performance.
Shanna Chauvin from Cognigy highlights the growing need for professionals who can build functional agentic AI systems, not just theorize about them. This program aligns with that need by offering hands-on certification opportunities.
RingCentral Enhances AI Receptionist with New Features
RingCentral’s AI Receptionist (AIR) now supports in-call appointment scheduling synced with Outlook and Google Calendars. It also adds language support for UK and Australian English, plus French including Canadian French. These updates improve call handling and customer interaction quality, particularly for businesses with diverse or international customer bases.
SignalWire and AWS Partner to Integrate Voice-to-Voice AI
SignalWire has teamed up with AWS to embed AWS’s Nova Sonic voice-to-voice AI model into SignalWire’s platform. This integration allows users to extend voice AI capabilities into external applications via SignalWire AI Gateway. Additionally, SignalWire’s no-code Agent Builder simplifies creating voice agents powered by Nova Sonic, automatically generating the necessary configurations.
Additional Highlights This Week
- RingCentral & NiCE Partnership: Continuing a decade-long collaboration to enhance customer experience solutions.
- 8x8’s AI Adoption Campaign: Addressing hesitation around AI by showcasing successful deployments.
- Telcos as Trusted Partners: Enterprises encouraged to consider telcos for secure and reliable communication services.
- AI-Powered Workflow Automation: Using NLP, emotion detection, and predictive models to speed up customer support.
- AI-Driven CX Strategies: Comparing ecosystem-building versus acquisitions for AI customer experience tools.
- AI’s Impact on Data Security: IBM’s report finds AI reduces breach costs but introduces new risks.
- Rethinking the Workday: Addressing the continuous work cycle and its impact on daily life.
For customer support teams, these updates highlight practical tools and learning opportunities to improve efficiency, deliver better service, and stay current with AI trends. To deepen your AI skills relevant to customer support, explore Complete AI Training’s latest courses.
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