Published Release Notes

Unified Messaging Desktop integration with Pega Platform

You can now use the Pega Unified Messaging Desktop™ customer service solution with a Pega Platform™ application so that customer service representatives (CSRs) and other users, such as managers, can respond to user requests more quickly and in a more consistent manner. With integrated Pega Unified Messaging Desktop, CSRs can escalate user requests from Pega Intelligent Virtual Assistants™ (IVAs) by using case processing and artificial intelligence alongside Pega Customer Service™

For more information, see Develop a single IVA channel to chat across different messaging platforms.

Client-server deployment of Hazelcast

Pega Platform™ now supports the client-server model for the Hazelcast service, which provides cluster communication and distributes Pega Platform features across nodes. This optional deployment model introduces independent scalability for both servers and clients in Pega Platform, improving stability for deployments that use a large number of nodes.

The Hazelcast client-server model is intended for select environments running Pega Platform 8.4 across a large number of nodes and should be deployed only when directed by Global Client Support.

Enhancements to automations for defining Pega API contracts

With enhanced automations, you can now pass embedded pages, specify default values for optional input parameters, and define a set of values for inputs by using the picklist or enumerated field types. The new enhancements make your applications easier to define and maintain, and you can now provide callers of Pega APIs with a clear description of the API.

For more information, see Viewing automations.

Improved indexing performance by gradual retrieval of data

Search functionality in Pega Platform™ versions from 8.4.5 to 8.6 now includes the option to improve indexing performance when reading query results from a large table in a database. For example, to load the recommended 50 records at a time, in the Pega-SearchEngine ruleset, create the indexing/distributed/fetchsize dynamic system setting, and set the value to 50.

Creating the fetchsize dynamic system setting ensures that your system does not crash while indexing classes with numerous instances.

For more information, see Creating a dynamic system setting.

Support for the Unified Messaging channel

You can now create a Unified Messaging channel so that users can interact with a Pega Platform™ application by chatting in Pega Intelligent Virtual Assistant™ (IVA), for example, through Apple Business Chat, Facebook Messenger, Twitter, or a web chat window. The Unified Messaging channel is quick to develop and uses an integrated customer service platform to provide a completely new user experience. You can optionally also integrate a Unified Messaging channel with the Pega Unified Messaging Desktop™ customer service agent solution.

For more information, see Develop an IVA channel to chat across multiple social messaging platforms, Unified Messaging channel overview, and Creating a Unified Messaging channel.

Default text analytics model for detecting small talk

Enhance your web chat experience by configuring chatbots to detect small talk. Pega Platform™ provides the default model that is a topic detection model, available for English, German, Spanish, Dutch, Portuguese, Italian, and French.

For more information, see Configure your chatbot for small talk.

Extended language support in text analytics

Pega Platform™ text analytics now supports 9 more languages. You can build entity and topic detection models to analyze text in the Japanese, Russian, Turkish, Danish, Norwegian, Swedish, Polish, Croatian, and Czech languages. In addition, Pega Platform now includes a default small talk detection model for each of these languages.

For more information, see Language support for NLP and Out-of-the-box text analytics models.

Integrate your application with external Kafka clusters

Configure your application to use an external Kafka cluster for managing real-time data. By having an external Stream service provider, you can perform such maintenance tasks as an upgrade or hotfix deployment faster because external nodes do not require restarting.

For more information, see Externally managed Stream service.

Optimized performance of embedded decision strategies

The performance of embedded strategies has now been optimized so that these strategies take less time and fewer CPU and memory resources to complete. This enhancement increases the performance of cloud and on-premises deployments.

For more information, see About Strategy rules.

New text analytics APIs for Intelligent Virtual Assistant

Pega Platform™ now provides text analytics APIs that separate Intelligent Virtual Assistant and text analyzers into independent modules. This solution prevents integration issues when you change your text analyzer configuration.

For more information, see Text analytics APIs.