Artificial Intelligence

Artificial Intelligence

Upgrade every customer interaction with real-time AI

Yes, we’re in a big hype-cycle around AI. But like any hot tech trend, the secret lies in making it real for your business. Pega has been delivering real results for years – our proven AI powers experiences for more than 1.5 billion (yes, billion) consumers worldwide – and you can, too.

"We've got inbound and outbound, one single decisioning hub with Pega. We saw an 11 percent increase in retention."

AI-infused customer engagement, for real

Face it: you don’t know your customers as well as you think you do. You may have tried to wire together customer databases and sprinkled some reporting on top. You may have even attempted to analyze some customer data and a discern a few interesting nuggets of insight. But trying to keep up with all your customers all the time, let alone understanding what’s going to drive that next positive interaction – and acting on it – is really hard.

While the traditional CRM players have been promising rainbows and unicorns, we’ve been delivering real-time AI capabilities for years through the Pega Customer Decision Hub – a centralized, always-on "brain" that unleashes the power of predictive analytics, machine learning, and real-time decisioning across our customers' data, systems, and touchpoints – orchestrating engagement on, and across, customer interactions channels.

What's inside the always-on brain
AI for customer engagement 101

Learn how to identify and optimize AI opportunities to grow your customer base.

Risks and rewards of AI

Learn how enterprises can achieve the transparency and accountability required to earn customer trust with AI.

Flip the switch to transparent AI

AI can deliver huge benefits. However, “black box” AI strategies will inevitably invite greater risk. This is why Pega believes in a built-in transparency switch (we call it the “T-Switch”) that ensures AI is only applied in cases where it makes sense. While transparent AI is not always the most effective use of AI, it is absolutely essential for your high-risk cases.

No other vendor in the market today gives you this level of AI control. Pega empowers you to confidently employ the power of AI models knowing that you’ll be in complete control with the Pega Customer Decision Hub and its pragmatic, trusted, and transparent application of AI.

Take control

Fear not the machines

AI does not replace your employees – it simply makes them better at what you’ve hired them to do. It gives them all “superpowers” to transform how they work – and how the work gets done. And the future of work is about much more than just automation. It is a new collaboration between employees and technology that is focused on rapid outcomes.

During every customer interaction, AI empowers your employees and systems to sense the customer’s intent – and even to know the right thing to say or do. It guides them to the next best action dynamically throughout the customer’s entire lifecycle.

AI gets rid of what’s standing in the way of driving customer engagement. In fact, every second your employees waste on low-value tasks is another second your competitors are gaining on you. By using AI to automate repetitive tasks, employees are given the freedom to perform higher value engagements that can fuel your bottom line.

AI and improving the customer experience

White Paper

AI and improving the customer experience

Act now to reap AI's potential.

AI Survey


What consumers really think about AI

A global survey of 6,000 consumers reveals insights to help businesses reshape customer engagement.

Unlock your data. Activate insight.

You’re sitting on a goldmine: your customer data holds the key to driving engagement and outcomes across your enterprise. It holds hidden gems, such as customer needs, wants, risks, concerns and goals. The key lies in your ability to tap into it.

Meanwhile, savvy analytics departments are realizing that even the most accurate propensity model will do no good if it’s not available at the moment of interaction – to change the outcome.

Pega Customer Decision Hub allows you to unlock your data and analytics, and use them as the real-time fuel to power your AI engine – across any touch point or system – at the precise moment it’s needed.

Explore the Pega Customer Decision Hub

Customer Case Studies

See how customers are using Pega AI to deliver significant return on investment.

800%increase in upgrades

Check out the case study

500%+return on investment

Check out the case study

300%increase in offer acceptance

Check out the case study

Explore Pega products powered by AI

Pega Marketing

Marketing powered by AI and Next Best Action.


Pega Sales Automation

Give sellers the insights they need to be more effective.


Pega Customer Service

Guided service across assisted and digital channels.


Pega Robotic Automation

Automation and insight to drive operational excellence.