Empower your case workers with conversational automation. By pairing Agent Rules with Tool Rules, you can boost response accuracy, define exactly which actions an Agent can perform, and streamline repetitive tasks. One Agent can use multiple Tool Rules, so you can cover a wide range of scenarios—from running Automations and Flow Actions to leveraging built‑in tools that accelerate resolution of cases.

How it works

• Associate an Agent Rule with one or more Tool Rules to give the Agent approved, reliable capabilities.
• Use action Tool Rules to run Automations and Flow Actions directly from the Agent’s conversation.
• Take advantage of default Tool Rules provided by Pega Platform to speed up configuration and delivery.

Define actions for an Agent

1. In Dev Studio, open the navigation pane and click Records.
2. Expand the Generative AI category, then click Agent.
3. In the list of Agent instances, click the Agent you want to configure.
4. Open the Advanced Tools tab.
5. In the Actions section, click Add and choose the Tool Rule to apply:
   • Select an existing Tool Rule (for Automations or Flow Actions).
   • Or create a new Tool Rule by clicking the Target icon.

Benefits:

• Faster resolution: Agents automate the busywork, so case workers focus on decisions.
• Higher accuracy: Tool Rules constrain actions to vetted steps, reducing errors.
• Consistent outcomes: Standardized automations deliver predictable results.
• Scalable governance: Centralize which actions are allowed per Agent, per scenario.

Demo overview: Advanced Tools in action

• Case summary on demand: Instantly generate a concise, contextual summary of the case.
• Seamless reassignment: Transfer a case from one operator to another, or move work from a worklist to a workbasket.
• Pulse notes in context: Add a pulse note to the case directly through the Agent.
• Dynamic PDF generation: Create and attach a PDF built from case data with a single Agent command.
• Audit log insights: View detailed audit history without leaving the conversation.
• Timeline view: Quickly get up to speed with an interactive timeline of case events.
• Email with attachments: Compose and send emails (including attachments) from within the case conversation.

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