Pegasystems has announced the launch of Pega GenAI Knowledge Buddy, an enterprise-grade, generative AI-powered assistant designed to enable customers and employees to get specific answers synthesised by generative AI from content scattered across enterprise knowledge bases.

The Pega GenAI Knowledge Buddy combines AI architecture with security features, allowing organisations to transform how users access knowledge while adhering to high standards of trust and responsibility. The tool will automatically search, analyse, and synthesise existing document libraries to quickly generate answers. Users can also ask Knowledge Buddy to generate new content, such as emails or documents, based on their existing libraries.

Security features give organisations control over user access rights and transparency to understand how and from where the technology pulls information. Content authors will be able to easily add, update, or delete knowledge, with all actions managed and audited by Pega’s industry-leading workflow automation. Organisations can configure unique Buddies for different use cases and quickly integrate them into any internal system or digital channel.

Among the use cases highlighted by the vendor include creating customer retention offers, assessing how to process as transaction dispute in a new region, putting together proposals for prospects and enabling a customer to compare service plans.

"Organisations want to use AI to improve experiences and increase efficiency, but many existing solutions aren’t meant for the intricate inner workings and complex needs of large organisations. And while many want to use generative AI to do the heavy lifting when seeking answers within massive content libraries, they also need security, transparency, and auditability to use the technology with confidence," said chief product officer, Pega, Kerim Akgonul.

"Pega Knowledge Buddy will unlock new levels of productivity with enterprise-grade generative AI capabilities that seamlessly and securely integrate into these content libraries so both employees and customers can quickly get optimal answers and guidance with more accuracy, easily resolve service issues, and provide smoother experiences for all users."

Pega GenAI Knowledge Buddy will be available on Pega Cloud in the Pega Infinity 24.1 release in H1 2024.