Pega Coach™ ensures that users receive consistent, predictable support while working through Case processing. Through a conversational experience, users can choose from predefined questions and immediately get the information they need to move a Case toward resolution.

Pega Coach is a run-time feature in Pega Platform that acts as an intelligent assistant, offering personalized guidance and support. Users interact with Coach to receive context-aware recommendations and step-by-step assistance for navigating complex workflows and tasks. They can ask predefined questions about the application and its processes and get intuitive answers without needing deep technical expertise.

Pega Coach is ideal when users tend to ask the same kinds of questions—such as those about a Case summary—or when tighter control over questions and answers is required.

DEMO:

Agent versus Coach: Both Agent and Coach Rules provide interactive, Pega GenAI–powered support for run-time users, but their capabilities differ.

Key differences:

• Agent can run automated actions, communicate with a Pega Knowledge Buddy™, call another Agent, retrieve information from a Data Page, and start a Case. Coach focuses on answering questions within a guided experience to provide reliable, consistent responses.
• Agent lets users enter their own questions and choose from predefined ones. Coach allows users to select only from predefined questions.
• Agent supports document uploads in questions. Coach does not accept documents in predefined questions.

Key similarities:

• Identical run-time presentation.
• Users can define system instructions and data sources.
• Inclusion of a starter question and quick-select questions.

To meet diverse business needs, you can create multiple Agent and Coach Rules and integrate them with the same Case Type. At run time, users can seamlessly choose which feature to interact with, as illustrated in the referenced figure.

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