In a data-driven business, having the right information at the right time makes all the difference. That’s why we’ve built a smart solution on the Pega platform to help you centralize and standardize knowledge. Our Web Knowledge Ingestor works seamlessly with Knowledge Buddy (KB) and Pega Knowledge Management (KM), giving you a powerful, connected way to manage and share what matters most.
With our Web Knowledge Ingestor, you can speed up onboarding for new insurance products and easily capture technical know-how from manufacturer websites. This tool transforms external web content into usable knowledge for your organization in seconds. By combining GenAI with intelligent workflows, the tool bridges the gap between scattered online information and operational excellence, whether you’re answering customer questions, supporting employees, or meeting regulatory requirements.
Knowledge Management
Knowledge management (KM) lies at the heart of this system. KM enables businesses to centrally store, organize, and distribute knowledge, ensuring consistency, reducing duplication, and allowing all teams to work with the most current information.
Pega KM provides organizations with real-time access, multichannel integration, and secure content governance within a scalable enterprise environment. With just a few clicks, valuable knowledge from trusted sources becomes structured, searchable, and ready to use directly where employees need it.
However, while Pega KM provides a strong foundation for unified access, manually creating knowledge articles remains time-consuming and inefficient. Every update, FAQ, and new product requires hours of manual work to transform it into usable knowledge content.
Bridging the gap: Web Knowledge Ingestor
The Web Knowledge Ingestor, developed by USU Digital Consulting, is a unique product built on top of the Pega Knowledge Management (KM) application. It allows businesses to automatically extract and transform information from external websites, such as FAQ pages, help portals, and support databases, into structured articles in KM. These articles are ready to be used across multiple Pega applications and other IT systems via APIs.
This integration ensures that all ingested content becomes part of your centralized knowledge base and is fully managed and accessible through Pega KM. Whether you aim to support internal teams or external customers, the Web Knowledge Ingestor covers all steps of the editorial process.
This tool enables businesses to transform scattered web knowledge into consistent, centralized assets.
Use case for insurance: automating regulatory content extraction from BaFin
An insurance company needs to ensure that its knowledge base is always updated with the latest regulatory information to ensure compliance and provide both customers and internal teams with accurate information. A critical source of this information is the deposit protection section of BaFin’s official website.
While employees used to scan information manually and turn it into available knowledge, the Web Knowledge Ingestor now takes over this task fully automatically. It automatically extracts content from official sources such as BaFin or EIOPA, converts it into structured articles and publishes them in Pega KM within a few seconds. This automation supports three core objectives in knowledge management:
- Regulatory updates are quickly mapped in the system.
- Manual effort is minimized.
- The risk of outdated or inconsistent information is eliminated.
The process is divided into five steps:
Using the Web Knowledge Ingestor, the company can automate the process as follows:
Full Process Overview: A dashboard allows users to monitor ingestion progress and view the status of each article
Simple and flexible access to knowledge articles
The knowledge articles from Pega Knowledge Management are accessible via various channels:
- Pega Knowledge Buddy™ is an AI-powered assistant that leverages the information stored in the Pega Knowledge Management application. It can be integrated into various channels like:
- Customer Service Portals
- Chatbots
- Email communication
It is based exclusively on internal knowledge, which ensures control, accuracy and compliance.
When users ask a question (via chat or email), Knowledge Buddy searches through the knowledge base using smart chunking and retrieves the most relevant content, formulating a clear, actionable response. This ensures end-users receive accurate information instantly, without the need for manual intervention.
- Knowledge Management Widgets or Search Widget: Can be embedded in any application, including Sales Automation, Customer Service or Self-Service portals. These lightweight widgets enable users to search for and view relevant knowledge articles directly within their workflow, eliminating the need to switch screens or apps.
Knowledge Buddy Widget on a Portal
Smart e-mail auto-reply
The email channel is a feature of the Pega platform that efficiently processes and forwards incoming customer emails. By default, it supports functions such as case creation and topic detection.
We have extended this feature anddeveloped an automation for intelligent email responses . It integrates with Knowledge Buddy to automatically generate high-quality responses based on internal knowledge articles.
Flow of the extended function:
- Topic Detection: The Email Channel scans the incoming message and identifies the intent or topic.
- AI-Powered Retrieval: Knowledge Buddy retrieves the most relevant chunks from the knowledge base.
- Automated Reply Generation: A complete response is drafted using GenAI and contextual knowledge.
- Optional Admin Review: A knowledge manager can review and approve the response if needed before it's sent to the customer.
This intelligent automation significantly reduces the manual burden on service teams and increases the speed and consistency of responses.
Intelligent email response automation
Why it matters
With Web Knowledge Ingestor, Knowledge Buddy, and Gen AI, your organization gains:
- Faster access to accurate information
- Streamlined knowledge import from external sources
- Multichannel automation and AI-enhanced service
- Reduced manual work for admins and service teams
- Scalable architecture within the Pega ecosystem
This solution empowers your team with everything they need to integrate widgets or resolve support issues faster. It does so intelligently, efficiently, and securely.
Contact USU Digital Consulting today if you'd like help setting this up in your Pega environment or want to explore a custom implementation tailored to your business needs.
We're ready to guide your knowledge transformation.