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Workflow-powered self-service: Complete the request
What's New | August 27, 2026 | 11:57
In Pega Customer Service™ 26, self-service completes the work, not just the conversation. Pega Customer Service can own the interaction, or a client's AI agent can connect through the Model Context Protocol (MCP). In both cases, the work runs on Pega workflows, business rules, and data.
In this video, Joao Fernandes, Principal Specialist Solutions Consultant, configures an MCP service and connects a third-party agent that files a complaint. He then sets up an Agentic Voice Channel and demonstrates a late fee inquiry that the bot resolves before transferring the remaining work to a customer service representative (CSR).
About this Series
Pega experts provide demonstrations, explanations, and use case examples to illustrate the capabilities and advantages of the new features. These videos are typically released alongside major product releases or significant updates, helping users stay informed about the latest developments in Pega's software offerings.
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