Pega, the CRM and BPM software company, announced the launch of GenAI Knowledge Buddy, to generate answers for employees and customers based on a synthesis of content distributed across enterprise knowledge bases. It will be available in the first half of 2024.
The problem Knowledge Buddy sets out to solve is the difficulty of finding and synthesizing fragmented information scattered across different siloes in the enterprise both for staff who need it to do their jobs and for customers using self-service support channels. Knowledge Buddy will respond to ordinary language prompts and can also generate new content based on existing libraries.
Why we care. With just about every vendor in the martech space looking to embed some form of AI — usually generative AI — in its offerings, it’s worth remembering that some vendors have been in the AI game for years. Pega, along with Oracle, is one of the most prominent, originally using AI for enterprise case management, then introducing it into its customer service offering some nine years ago, and shortly thereafter into its marketing and CRM solutions. Before COVID-19 temporarily shut down live events, Pega was demonstrating AI image creation at its Pegaworld event.
Such companies face the challenge of positioning themselves at the forefront of the generative AI revolution even though AI is nothing new to them. And so we have Buddy, joining Einstein and Sensei and all the other virtual characters running AI in the martech space.
Dig deeper: Marketers need a unified platform, not more standalone tools
Customized Buddies. Knowledge Buddies can be configured by the enterprise for specific use cases. The examples Pega gives include:
- “Marketing Buddy”
- “Operations Buddy”
- “Sales Buddy”
- “Service Buddy”
Knowledge Buddy is integrated with Pega Knowledge Management — essentially Pega’s AI-powered DAM solution — and adds to the solutions, including low-code generation and chatbot configuration, already available in Pega GenAI.
