Otera + Pega

Overview

Pega provides case management, business process automation, and decisioning capabilities for organizations across industries. The platform orchestrates workflows and applies decision logic, but complex cases still require human review and judgment. When Otera connects to Pega, autonomous AI agents handle those complex cases and execute resolutions, enabling end-to-end case completion even when situations don't fit standard decision paths.

How It Works

Otera works alongside Pega, extending case management into autonomous, end-to-end resolution.

• Receive case data: Agents access case details, customer context, and process state from Pega, understanding the full situation and what resolution would require.
• Resolve complex cases: Otera evaluates cases that exceed Pega's decision automation, applying contextual reasoning to determine appropriate outcomes when standard rules don't apply cleanly.
• Execute resolutions: Agents return decisions to Pega to advance cases through completion, updating status, triggering actions, and closing cases without manual intervention.
• Collaborate on edge cases: When cases involve genuine ambiguity or require human accountability, Otera engages reviewers with recommendations and clear context about the decision factors involved.