Pegasystems announces new developments in the field of Responsible AI. The enhancements help organizations deploy AI faster for customer interaction while simultaneously mitigating risks.

 

Part of this is the general availability of Pega Customer Engagement Studio, a new set of capabilities for agentic AI and automation within Pega Customer Decision Hub. This enables organizations to quickly design customer interaction strategies using natural language, supported by built-in best practices and governance. As a result, customer-centric campaigns become much more effective in a controlled manner.

Organizations must comply with strict regulations, while simultaneously being expected to integrate AI into their business operations and scale up customer interaction. Governance should not restrict customer interaction, but rather form the foundation for the safe and sustainable deployment of AI. Organizations that integrate transparency and compliance into their AI systems from the outset can deploy AI at a larger scale while mitigating reputational and regulatory risks. 

“Organizations cannot afford to arrange AI governance retrospectively. With the expansion of our Responsible AI capabilities, customers can start working with AI faster while simultaneously ensuring that every decision is transparent, compliant, and responsible,” states Rob Walker, General Manager 1:1 Customer Engagement at Pega.

The new Responsible AI functionalities are part of Pega Customer Engagement Studio, the agentic AI environment within Customer Decision Hub that was announced during PegaWorld 2026. Customer Engagement Studio brings Pega agents and third parties together, enabling marketers to go from briefing to live, personalized actions within minutes.

The new options enable users to design campaigns using natural language. The built-in AI assistant captures the user's intent, asks clarifying questions, and generates the strategic logic. The assistant automatically checks this against best practices and translates the intent into actionable rules. It also applies approval processes with audit history, escalation, and options for re-approval.

Users can establish policies for ongoing customer interactions without specialized training. An AI assistant reuses previously approved logic and guides users in configuring policies regarding eligibility, applicability, and contact rules, among other things. Furthermore, it utilizes existing data models to improve consistency and reduce development time.

Pegasystems also offers a tool for setting up eligibility criteria that validates targeting rules in advance to prevent misconfigurations. Compliance monitoring detects interim changes in linked systems (such as opt-outs) and flags potential issues before a campaign is executed.

The new functionalities complement the existing capabilities within Customer Decision Hub, including Customer Profile Viewer for greater transparency in decision-making; Pega T-Switch for configurable AI explainability; and Ethical Bias Check, which checks for potential biases before AI is deployed.

Pega's new agentic AI functionalities and Pega Customer Engagement Studio are now available at no extra cost to existing Pega Customer Decision Hub customers as part of Pega Infinity 26.

(Pegasystems)

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