AI use cases will have a profound impact on how we do business

It's now widely accepted that artificial intelligence will transform the technology industry, but it remains to be seen which AI use cases will be the most innovative and impactful.

According to Alan Trefler (pictured), founder and CEO of Pegasystems Inc., the potential of generative AI to fundamentally transform how businesses operate is at the heart of the AI ​​revolution.

“We've been working on this since 2012. [customers] “Statistical AI is the ability to do machine learning and interpret numbers,” he said, “but generative AI opens up some new dimensions on top of statistical AI and actually allows you to be creative in some very new ways. They're different, but very complementary.”

Trefler founded Pega In 1983, Pega was hired by Dartmouth College to begin teaching computers how to play chess. Since then, Pega's AI efforts have only gained momentum, creating an environment where generative AI is impossible to ignore.

“The role that Generation AI plays is not a differentiator,” says Shelley Kramer, managing director and principal analyst at CUBE Research. “It's a part of the technology solution that absolutely has to be there, or people will choose someone else..

Trefler spoke exclusively with Kramer in advance of PegaWorld iNspire with SiliconANGLE Media's livestreaming studio theCUBE. The two discussed the event, which runs June 9-11, and how Pega is approaching the new world of AI. (*Disclosure details below.)

Redefine AI use cases to transform your business

At PegaWorld, Pega's annual event, the company is unveiling new products focused on AI innovation and automation. While there are many use cases for AI, such as automating call center scripts, Trefler highlighted AI's more fundamental impact.

“That's going to be the highlight of what we're doing and showcasing at PegaWorld — using generative AI to actually change the fundamental structure of the process itself, allowing the AI ​​to actually build, improve and optimize the process,” he said.

Pega recently debuted Pega GenAI BlueprintEnabling the work team to create a “blueprint” for the application Using generative AI modelsTrefler previewed more exciting product announcements at PegaWorld and highlighted the power of AI to transform business operations.

“We've combined the best practices we've developed over the years of doing this work with the power of the internet to create a system that literally gives you a blueprint for how to do this in two minutes,” he says. “This is going to completely change the way people envision and re-envision how they want to run their business.”

While many are concerned about how AI use cases will impact jobs by automating tasks once performed by humans, Trefler believes AI will have an even bigger impact on the software industry.

“It's not just about being able to generate code, because the world doesn't need more code,” he says. “It's about the ability to generate structure — the ability to take the business problem you want to solve, put structure around it, and have that structure automate your business processes.”

Introducing a new ecosystem using AI

AI already has the ability to customize user experiences, with use cases ranging from customer service to personalized shopping, and businesses that hold back on AI risk delivering not just a poor customer experience, but one that's completely irrelevant.

“Things will become more personal. [Customers] “They won't have to deal with generic processes or generic service agreements,” Trefler says, “and the organizations they work with will be able to customize in ways they never could before. These organizations aren't just empowered to do so; they'll be at a competitive disadvantage if they don't.”

Whatever its potential benefits, AI will have a profound impact on the workforce, and its models need to be implemented with guardrails, Trefler said. Still, he believes embracing it is key to keeping up with changing times.

“The fear of losing your job will be justified in some cases. Change will happen, but I think it's much more likely that it's not AI itself that's taking your job, but someone else who understands AI,” Trefler said. “This is really an empowering tool that people are going to have to get used to. They need to understand the limitations, what AI is good at, what it's not good at.”

Below is theCUBE's full video interview with Alan Trefler.

(* Disclosure: Pegasystems Inc. sponsored this segment on theCUBE. Neither Pega nor any other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE