Evonsys is propelling industries into the future, transforming operations and customer experiences with low-code solutions that unlock unprecedented levels of efficiency and innovation.
Since 2015, Evonsys has harnessed the power of low code to refine global organizations. We've revolutionized sectors from banking to retail with our comprehensive solutions, focusing on risk mitigation, management optimization, and streamlined automation for unrivaled efficiency.
Why Traditional Automation Falls Short of Today’s Customer Expectations
Customer expectations rose as automation evolved. There was a time when customers were willing to wait on hold, repeat their account details, and tolerate delayed responses. Whether they’re resolving a billing issue at midnight, tracking a delivery, or disputing a transaction in real time, they expect immediate answers.
Waiting in queues, navigating complex UI, or repeating information across channels is no longer acceptable.
Many organizations have invested heavily in automation, yet still fail to achieve their business goals. They struggle with context because they are trained in a predefined set of contexts. When the queries deviate, they require a customer service team.
This is where next-gen self-service changes the equation. With the introduction of Pega Infinity ‘25, organizations can move from basic automation to data-driven customer engagement. So, now the question is no longer Should I automate the customer service journey? But how to make it even smarter?
In this blog, let’s dig deep into how Pega Infinity ’25 helps in improving customer experience by offering customer query resolution using AI.
Shortcomings of Traditional Self-service Models
The Structural Gaps in Traditional Self-Service Models
The usual conversation starts with predefined training information, like Please choose from the following options followed by multiple questions, thereby connecting us to an agent. At that moment, the customers were already frustrated. But customers look for immediate answers.
The reality is that chatbots are built to reduce human workload, not to resolve problems. The systems can talk, but they can’t think. They can respond, but they can’t act.
In a world where personalization is the norm and AI can analyze context in milliseconds, static automation feels outdated. Customers expect systems that understand intent, anticipate needs, and take action, not systems that push them down predefined paths.
This is when legacy self-service agents feel outdated.
Self-service Agents in Pega Infinity ’25
How Self-Service Agents Are Transforming Customer Experience in Pega Infinity ’25?
Pega brings new capabilities in every update to fast-track the digital transformation journey with the low-code solution. In Pega Infinity ’25, they announced agentic automation by embedding AI directly into workflows, enabling them to manage complex, multi-step, end-to-end tasks. They work on real-time data insights with minimal human intervention.
Enhancing Customer Query Resolution with Pega Self-Service Agents
The AI-powered Pega self-service agents make use of a center-out agentic approach. The architecture focuses on designing applications around core business logic and customer expectations. This offers a unified experience across digital touchpoints for customers and employees.
For instance, let’s understand how the Pega self-service agent works on customer query resolution.
The customer types:
I don’t recognize this transaction. Can you check it?
The self-service agent in Pega Infinity '25 immediately:
Identifies the intent as a transaction dispute
Retrieves recent transaction history securely
Detects the specific transaction being referenced
Assesses risk indicators in real time
There are no scripted menus. No “Press 1 for disputes.”
The agent understands context instantly.
Let’s see how the Pega self-service agents work across the traditional customer service platform and the Pega platform.
Most customer service systems are built channel by channel. Each channel has its own workflow, business logic, and integrations. So, the organization should create a separate solution for web chat, email, phone calls, and other digital channels. This could lead to inconsistent customer experience, repeated development work, and complex system integration.
Pega flips this model. Instead of fitting into legacy process control, Pega defines:
Case workflows
Business rules
Channel orchestration
Governance and compliance policies
So, Pega accelerates the customer query resolution by:
Instant Access to the Right Information
Through integration with legacy systems and modern Pega workflows, self-service agents can retrieve all relevant data in real time. Whether it’s account details, billing history, shipping status, or policy information, the agent presents a complete, up-to-date view without requiring customers to repeat themselves.
Omnichannel Customer Experience
Customers often start a query in one channel and continue it in another. Pega self-service agents maintain conversation continuity and data consistency, ensuring that the resolution path does not reset or fragment.
The same address change request, for instance, can start on a website chat and finish via mobile app messaging, without losing context, duplicating effort, or confusing the customer.
From Legacy to Agentic: Getting Started with Pega Infinity ’25
Enterprise transformation today demands more than experimental AI use cases or disconnected automation tools. It requires a unified foundation that securely supports workflows, decisions, and data at scale.
Pega Infinity ’25 provides that foundation, especially for customer query resolution.
EvonSys As Your Trusted Implementation Partner
Your Trusted Implementation Partner for Agentic Enterprise Transformation
Legacy-to-Agentic Transformation Strategy
EvonSys assesses existing systems, extracts process logic, and helps reimagine workflows using Blueprint and center-out architecture, minimizing disruption while modernizing intelligently.
Seamless Integration Across Channels
By centralizing orchestration and exposing workflows across web, chat, voice, and messaging, we ensure consistent, scalable omnichannel experiences.
Scalable Rollout and Optimization
From pilot programs to enterprise-wide deployment, we enable phased implementation, performance monitoring, and continuous optimization.
With deep expertise in enterprise workflow automation and agentic transformation, EvonSys helps organizations unlock the full value of low-code platforms like Pega Infinity ’25. From legacy modernization and workflow orchestration to AI-driven self-service and omnichannel engagement, we ensure that low-code solutions are not just deployed but optimized for scalability, compliance, and measurable impact.
Frequently Asked Questions
1. How does Pega Infinity ’25 improve customer query resolution?
Pega Infinity ’25 improves customer query resolution by embedding AI directly into business workflows. Instead of relying on scripted chatbot responses, it uses intelligent, workflow-driven automation to understand intent, retrieve real-time data, and execute end-to-end processes.
2. What makes Pega self-service agents different from traditional chatbots?
Unlike traditional chatbots that follow predefined scripts, Pega self-service agents operate using a center-out architecture powered by intelligent workflows. By connecting to core business rules, case management processes, and enterprise data systems, they ensure consistent, governed, and scalable customer query resolution.
3. Can Pega Infinity ’25 integrate with legacy systems for seamless service transformation?
Yes, Pega Infinity ’25 is designed to integrate with existing legacy systems while modernizing customer service operations. Through its workflow-centric architecture, it connects legacy data, business logic, and compliance policies into a unified framework.
Ready to move from scripted automation to intelligent execution?
Discover how self-service agents in Pega Infinity ’25 can transform your customer query resolution strategy.
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