Agentic
not just conversations.
self service
-
Powered by Pega, Delivered by Labb
Agentic
self service
not just conversations.
-
Powered by Pega, Delivered by Labb
Powering Change
Powering the Future
Reimagine customer experience with Agentic Self Service, where AI meets workflow to deliver real outcomes, not just conversations. Built on Pega’s proven architecture and delivered by Labb, Agentic Self Service empowers organizations to transform digital customer interactions into seamless, governed, and intelligent experiences that actually work.
Agentic Self Service Explained
What is Agentic Self Service?
Agentic Self Service is the next evolution of customer service, where AI doesn’t just answer questions, it gets work done. It blends generative AI intelligence with Pega’s workflow automation, allowing customers to resolve complex requests autonomously while maintaining accuracy, compliance, and reliability.
Unlike traditional chatbots, Agentic AI understands intent, maintains context, and takes meaningful action across any channel whether it’s chat, voice, web, or mobile. It’s the difference between a bot that talks and an agent that acts.
SOME THOUGHTS FROM US
Insights and Resources
Real, Measurable Outcomes From AI That Doesn't Just Converse - It Converts.
01
Conversational Autonomy
Customers complete end-to-end journeys themselves.
02
Workflow - Powered AI
Every action runs through governed, compliant logic.
03
Centre-out Architecture
One consistent experience across web, chat, voice and mobile.
04
Rapid Deployment
Launch in as little as 90 days using Pega Blueprint.
05
Real ROI
Containing just 10% of contact volume can save millions annually.
Why Labb & Pega?
Pega brings four decades of workflow and case-management innovation. Labb brings the delivery muscle to make transformation real. Together, we help organizations go from idea to impact in weeks — with rapid blueprinting, discovery workshops, and accelerated go-lives that deliver governed, scalable AI at enterprise speed.
Why Self-service Still Misses the Mark
Customer service has been stuck in a cycle of frustration; voice menus that loop endlessly, chatbots that can’t solve problems, and knowledge systems that bury answers in complexity. But the truth is, customers don’t always want a person, they want resolution. Agentic self-service is the evolution of customer service, blending the empathy of human support with the precision of workflow-driven AI. By connecting every channel and powering digital agents with enterprise workflows, businesses can finally deliver fast, accurate, and governed service experiences that work as well online as they do in person.
- Evolution, not replacement: Agentic self-service isn’t about removing humans, it’s about enhancing how both people and digital agents deliver service.
- Resolution over conversation: Modern customers value speed and accuracy over interaction; agentic AI ensures problems are solved, not simply routed.
- Workflow-powered intelligence: Every self-service interaction runs on governed, repeatable workflows, removing risk, ensuring consistency, and scaling fast.
- Seamless continuity: Context travels with the customer across chat, web, and voice, eliminating the need to repeat information.
- Empowered teams, happier customers: Automation handles the repetitive work so service professionals can focus on empathy, judgment, and real value.
Got something you’d like to know?
Commonly Asked Questions
What exactly is Agentic Self Service?
Agentic Self Service is an AI-powered solution that lets customers resolve even complex service requests on their own. It combines Pega’s workflow automation with Agentic AI to turn conversations into outcomes, managing intent, context, and execution seamlessly across digital channels.
How is it different from traditional chatbots or virtual assistants?
Traditional chatbots follow scripts. Agentic Self Service follows logic. Where most bots can only respond to pre-set questions, Pega’s agentic approach connects every interaction to real enterprise workflows. That means it can complete tasks end-to-end, like processing a claim, updating an order, or checking account eligibility, not just provide an answer.
In practice this means it can:
- Update downstream systems in real time by writing directly into core platforms like CRM, billing, claims, or fulfilment.
- Orchestrate multi-step workflows that span multiple systems and departments, rather than responding with static answers.
- Keep every actor informed automatically, triggering updates, notifications, and next steps for customers, agents, and back-office teams.
- Route work intelligently, escalating to the right person with full context when human involvement is needed.
- Maintain auditability and governance, ensuring every AI-driven action complies with business rules and regulatory requirements.
What problems does this solve for businesses?
It addresses three major pain points:
- High contact volumes that drive up cost and slow down resolution
- Fragmented experiences caused by disconnected systems and channels
- Compliance and governance gaps from unregulated AI tools
Agentic Self Service unifies these processes, delivering measurable improvements in efficiency, containment, and customer satisfaction.
What makes Pega’s approach unique?
Pega’s platform is built on center-out architecture, meaning AI decisions are governed by workflows that run consistently across every channel. This ensures transparency, auditability, and scalability that point AI tools can’t match. Every workflow becomes ‘agent fuel,’ making your self-service predictable, explainable, and enterprise-grade.
What kind of ROI can we expect?
Containing even 10% of contact center interactions through Agentic Self Service can deliver multi-million-dollar annual savings in labor and operational costs. Beyond savings, enterprises also see 40% faster handling times, 25% higher customer satisfaction, and improved employee productivity.
Is it safe and compliant?
Yes, that’s one of the biggest differentiators. All AI actions and recommendations run inside Pega’s governed, auditable workflow engine, ensuring every decision is transparent and compliant with your organization’s policies and industry regulations. You get innovation without risk.
How do we start?
The best way to begin is with a Blueprint Workshop led by Labb. In just a few sessions, we identify your best-fit self-service use cases, design quick wins, and estimate ROI, so you can move from concept to value quickly and confidently.
Start your Agentic Transformation
Book a Blueprint Workshop and discover how Agentic Self Service can transform your customer experience in 90 days.