Big news from the labb team. We have partnered with LiveKit, the open-source platform whose real-time infrastructure powers voice and video AI applications for companies around the world, to bring Cara, our agentic customer service platform, to Pega workflows everywhere.
What does that mean in practice? Your customers can now talk to your Pega applications the way they would talk to a person: over the phone, on the web, or face to face with a digital avatar. Cara handles the conversation. Pega keeps running the process underneath, exactly as it always has.
How Cara Works
Cara puts a natural, human-sounding conversational agent in front of the Pega case management and agentic workflows you already run. A customer speaks; Cara listens, understands, and gets to work. It identifies the right case type, opens it, walks the customer through the details, and submits everything to Pega.
The important part is what does not change. Pega remains your system of record, deterministic and fully auditable. Cara handles the conversation; Pega decides what information is needed and what happens next. Every control you have built into your workflows stays fully in place.
LiveKit provides the real-time infrastructure that connects the conversation to the work. Its agents framework lets us build Cara once, centrally, with multimodal support for voice, telephony, video avatars, and more, all with the low latency that natural conversation demands.
“LiveKit empowers developers to bring enterprises to life with voice and video agents,” explains LiveKit CTO and cofounder David Zhao. “Cara does just that by bringing the platform’s speed, reliability, and flexibility to the Pega ecosystem, creating customer service agents that excel even in the most complex enterprise environments.”
Bring Your Own LLM, Voice, and Avatar
Here is the part we are most excited about: Cara does not tie you to any single AI vendor. You pick the components that match your requirements, your regulatory needs, and the cloud partnerships you already have, and you can swap them later without re-architecting anything.
- Large language models from Google (Gemini), Anthropic (Claude), AWS, OpenAI, and others
- Speech-to-text and text-to-speech from providers including Deepgram, ElevenLabs, and Cartesia
- Digital avatars from providers such as Anam and Beyond Presence
- Telephony through LiveKit’s SIP support, connecting Cara to your enterprise contact center
The AI landscape is moving fast, and the best provider today may not be the best provider next year. With Cara, that is a configuration decision, not a rebuild. No AI lock-in, ever.
Why This Matters
You have spent years building Pega processes that are precise, compliant, and fully traceable. What has been missing is a natural, real-time, human way for customers to use them, one that meets enterprise standards without binding you to a single vendor’s AI. That is the gap this partnership closes:
- Value from day one. Put a conversational front end on the Pega applications you already have, with no back-end rebuild.
- Conversation that feels human. Real-time responsiveness on the same infrastructure trusted by leading voice AI products.
- Freedom of choice. Pick and swap your LLM, voice, and avatar providers as the market evolves.
- One source of truth. Pega continues to govern the process, so accuracy and compliance are never in question.
Our CEO Sean Richardson puts it this way: “Enterprises have spent years making their Pega processes accurate, governed, and auditable. Cara gives those processes a natural, real-time voice without asking anyone to give up that control. Building on LiveKit means each enterprise can choose its own AI stack and change it as the market moves, while Pega stays the system of record. That is what takes agentic self-service from a promising pilot to something you can run in production.”
The Future Is Conversational
This is where customer service is heading. Gartner predicts that by 2029, around 80% of common customer service issues will be resolved without human intervention. The enterprises that get there first will be the ones that give their existing, governed workflows a voice, rather than starting over.
Learn More
Cara is available now for Pega customers. Contact us for a demonstration and hear your workflows speak for themselves. For more information, download the white paper here.
