Pega, a leading CRM and BPM software company, has recently announced the launch of its new product, GenAI Knowledge Buddy. This innovative tool aims to help businesses by generating answers for both employees and customers through a synthesis of content from various knowledge bases within the company. It is set to be available in the first half of 2024.
The main issue that Knowledge Buddy addresses is the challenge of sifting through fragmented information scattered across different platforms within an enterprise. This can make it difficult for employees to find the information they need to do their jobs effectively, as well as for customers using self-service support channels. Knowledge Buddy aims to provide solutions to this problem by responding to natural language prompts and even generating new content based on existing libraries.
As the demand for AI solutions continues to grow in the marketing technology (martech) space, it is worth noting that some companies, such as Pega, have been utilizing AI for years. Pega, along with Oracle, is one of the pioneers in this field, originally using AI for enterprise case management and later incorporating it into its customer service, marketing, and CRM solutions. Even before the COVID-19 pandemic, Pega was already showcasing its AI image creation capabilities at its annual event, Pegaworld.
For these companies, the challenge lies in staying ahead of the curve in the ever-evolving world of AI, despite their long-standing experience in the field. Hence, we see the introduction of products like Buddy, joining the likes of Einstein and Sensei, as more and more virtual characters are being integrated into AI solutions in the martech space.
What sets Knowledge Buddy apart is its ability to be customized for specific use cases, as determined by the enterprise. Examples provided by Pega include Marketing Buddy, Operations Buddy, Sales Buddy, and Service Buddy. This tool is also seamlessly integrated with Pega Knowledge Management, which is powered by AI, and adds to the wide range of solutions already available in Pega GenAI, including low-code generation and chatbot configuration.
In conclusion, as the demand for AI solutions continues to rise, it is essential for businesses, especially those in the technology industry, to stay updated and utilize the latest tools and technologies to stay competitive. Pega's new GenAI Knowledge Buddy is a welcome addition to the market, providing a comprehensive solution for businesses looking to streamline their knowledge management processes and enhance their customer experience.
Originally reported by Martech: https://martech.org/pega-launches-new-ai-buddy/
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