GenAI Knowledge Buddy aims to pull together content from siloes across the enterprise using ordinary language prompts.
Pega, the CRM and BPM software company, announced the launch of GenAI Knowledge Buddy, to generate answers for employees and customers based on a synthesis of content distributed across enterprise knowledge bases. It will be available in the first half of 2024.
The problem Knowledge Buddy sets out to solve is the difficulty of finding and synthesizing fragmented information scattered across different siloes in the enterprise both for staff who need it to do their jobs and for customers using self-service support channels. Knowledge Buddy will respond to ordinary language prompts and can also generate new content based on existing libraries.
Why we care. With just about every vendor in the martech space looking to embed some form of AI — usually generative AI — in its offerings, it’s worth remembering that some vendors have been in the AI game for years. Pega, along with Oracle, is one of the most prominent, originally using AI for enterprise case management, then introducing it into its customer service offering some nine years ago, and shortly thereafter into its marketing and CRM solutions. Before COVID-19 temporarily shut down live events, Pega was demonstrating AI image creation at its Pegaworld event.
Such companies face the challenge of positioning themselves at the forefront of the generative AI revolution even though AI is nothing new to them. And so we have Buddy, joining Einstein and Sensei and all the other virtual characters running AI in the martech space.
Customized Buddies. Knowledge Buddies can be configured by the enterprise for specific use cases. The examples Pega gives include:
- “Marketing Buddy”
- “Operations Buddy”
- “Sales Buddy”
- “Service Buddy”
Knowledge Buddy is integrated with Pega Knowledge Management — essentially Pega’s AI-powered DAM solution — and adds to the solutions, including low-code generation and chatbot configuration, already available in Pega GenAI.
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MarTechAbout the author
Kim Davis is currently editor at large at MarTech. Born in London, but a New Yorker for almost three decades, Kim started covering enterprise software ten years ago. His experience encompasses SaaS for the enterprise, digital- ad data-driven urban planning, and applications of SaaS, digital technology, and data in the marketing space. He first wrote about marketing technology as editor of Haymarket’s The Hub, a dedicated marketing tech website, which subsequently became a channel on the established direct marketing brand DMN. Kim joined DMN proper in 2016, as a senior editor, becoming Executive Editor, then Editor-in-Chief a position he held until January 2020. Shortly thereafter he joined Third Door Media as Editorial Director at MarTech.
Kim was Associate Editor at a New York Times hyper-local news site, The Local: East Village, and has previously worked as an editor of an academic publication, and as a music journalist. He has written hundreds of New York restaurant reviews for a personal blog, and has been an occasional guest contributor to Eater.
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