PegaWorld iNspire 2021: The newest tech for crushing complexity

Leanne Russell, 3 minutes read

Kerim Akgonul and Sabrina Atienza – Bringing intelligence and automation together to drive great outcomes for customers, employees, and developers 

This year at PegaWorld iNspire 2021, thousands of viewers joined Kerim Akgonul, Pega’s Chief Product Officer, and Sabrina Atienza, head of Pega Voice AI at Pega, for a preview of Pega’s newest product capabilities designed to help customers, employees, and developers simplify complexity, engage more effectively, and drive greater outcomes. 

Sophisticated AI sits at the center of many of these new features, like Pega Voice AI (available in a future release), which uses natural language processing in tandem with Pega’s intelligent automation capabilities to detect intent, surface relevant knowledge, and automate actionable work in real-time. Pega Voice AI is designed to help service agents deliver amazing customer experiences more quickly and seamlessly than ever before. 

Pega is also using AI to make process automation more intelligent. Using predictive and adaptive models, Pega Process AI can turn data into action, predicting whether or not your stated deadlines and goals are achievable and anticipating problems within the workflow. It also connects event streams to triage events and triggers the most appropriate actions, self-optimizing mission-critical processes to deliver the outcomes you need – even in the face of unanticipated challenges and at enterprise scale. 

Pega is helping to streamline work for developers, as well, with new UX/UI capabilities that bring together our Pega Cosmos design system, a UI engine, and our DX API. Together, they allow you to build digital solutions in Pega’s low code app studio that create the type of modern, sleek, seamless frontend UI experiences that customers and employees expect. 

These smart, new capabilities use intelligence to improve the backend processes that no one sees but are so crucial in making work easier for your employees and experiences better for your customers.  

Don Schuerman, Jo Allen, Krishna Potluri, and Agnese Arenaccio – The tech trends transforming tomorrow 

When you think about it, making better decisions, getting work done, and building valuable relationships with your customers are at the heart of almost every business – and the tools and strategies most able to help you achieve those results are constantly changing. Kerim, Sabrina, and the iNnovation Hub Live team shared demos of Pega’s newest game-changing tech. But PegaWorld iNspire didn’t stop there. Pega’s CTO and VP of Product Strategy & Market Don Schuerman and team hosted a live chat on the biggest trends shaping the future of tech. 

The live chat discussion, built on Pega’s survey report, “Future-proof 2025: A look at top tech trends,” dove into the five tech trends that will most affect how businesses go to market and get work done: hyper automation, distributed cloud, AI governance, extended edge, and extended reality. These are the drivers accelerating change, increasing revenue, informing regulations, and improving customer service and experiences. Not surprisingly, machine learning, AI, and automation are key to all of them. PegaWorld iNspire’s audience took advantage of this live, interactive session to get real-time insight from Don and team on the best ways to apply these trending technologies to prepare for the future. 

PegaWorld iNspire 2021 showed how technology can help us overcome key business challenges right now, plus adapt to the coming market trends in the near future 

The message was clear from businesspeople, tech leaders, and Pega experts: With the right approach, right tech, and right partners, businesses can crush the complexities that stand in their way and spend more time on the work that matters most.

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About the Author

Leanne Russell, managing editor of The Pega Blog, helps high-tech leaders share their knowledge, experience, and success stories.