Pegasystems Inc. on Tuesday announced the general availability of its Customer Engagement Studio, a natural-language interface for designing customer engagement strategies with embedded governance controls. The tool, part of the Pega Customer Decision Hub, validates targeting rules and monitors compliance in real time.
The release coincides with Pega Infinity 26, which includes agentic capabilities alongside the new studio. Existing Pega Customer Decision Hub clients receive access to both features at no additional cost, according to the company.
Pega has partnered with Gryphon to integrate its Gryphon ONE platform, which identifies legally valid exemptions and state-specific rules to recover suppressed audiences. The platform also features a revenue calculator to quantify financial impact and legal exposure. The collaboration targets regulated industries including financial services, insurance, healthcare, retail, and communications.
Additional governance tools in the Infinity 26 release include an AI assistant that captures intent, generates strategy logic, and enforces approval workflows with audit history. The suite also features a Customer Profile Viewer, Pega T-Switch for AI explainability, and Ethical Bias Check.
Rob Walker, general manager of 1:1 customer engagement at Pega, said the expansion of responsible AI capabilities allows clients to accelerate AI adoption while maintaining transparency, compliance, and accountability.
The tools address compliance frameworks such as TCPA, TRS, DNC, and FDCPA, aligning with regulatory demands in sectors where Pega operates.
