Turn every Case into a smart, guided experience - With the Agent Step powered by Pega GenAI, you can embed governed AI agents directly in your Case Lifecycle to summarize, recommend, or pre‑assess—grounded in your enterprise data and policies. Configure one Case field as the prompt source and another as the response target, and instantly reuse the agent’s output in the UI, routing, calculations, and decisions. The result: faster processing, consistent outcomes, and transparent reasoning your case workers can trust.

What is the Agent Step (and why Pega GenAI)? •

Agent Step:

 A configurable step in your Case Type where a Pega AI Agent performs a task—such as advisory recommendations or summaries—using approved tools and data sources. • Pega GenAI advantage: Strong governance over prompts, tools, and data; low code configuration within App Studio; grounding to sanctioned knowledge; human in the loop controls; and auditability across every interaction.

Demo:

Providing Case information, Credit hostory and other relevant data sources to the Loan Advisor agent to make the recommendations/next steps during the Loan Processing Decision.

What you can automate 

Summaries: Condense Case activity or documents into an at a glance brief for the worker.

Pre assessments: Provide a recommendation plus rationale before a human decision.

Next best actions: Suggest what to do next and which data is still missing.

Policy grounding: Cite relevant policies, procedures, or knowledge articles.

Use cases:

• Loan processing advisor: Pega GenAI recommends applicant pre‑eligibility with clear reasons and next steps, using credit history, past payments, existing mortgages, and policy knowledge; delivers instant, explainable pre‑assessments that reduce multi‑system reviews.

• Medical claim pre‑assessment: Pega GenAI evaluates preliminary eligibility and required documentation with coverage policies/knowledge articles, past claims history, and plan specifics; enables faster triage with transparent rationale for approvals, denials, or info requests.

• Expense review summarization: Pega GenAI condenses prior Case activity leveraging case audit history, receipt parsing, and expense policy knowledge; streamlines preparation for approval by surfacing key actions and policy context.

Benefits you can expect 

• Speed: Reduce manual review and data hunting with instant, grounded recommendations.

• Consistency: Standardized outcomes aligned to policy and knowledge.

• Transparency: Evidence and reasons that auditors and case workers can trust.

• Focus: Free your experts to spend time on judgment, not data stitching.

• Reuse: Structured results plug into routing, calculations, and decision strategies.