Predictika · Customer-service software subscription quotes

An AI sales agent's Pega Customer Service quote, checked before it goes out

An AI sales agent prepares an annual quote for a service team that wants a customer-service software subscription: which edition, whether it is priced per user or per case, how many users or case blocks, and which channels and add-on capabilities. Before it goes out, the agent sends it to Predictika, which checks it against a declarative model of the public Pega Customer Service Pricing Matrix and returns a verdict, every reason and the figures it computed.

Scope: Pega Customer Service edition quotes at the printed "From" prices: four editions, user-based or case-based pricing, and the capabilities each edition offers. See everything this validator covers

This validator models annual Pega Customer Service quotes as printed in the public Pega Customer Service Pricing Matrix (October 2020), not just the scenarios shown below.

  • Editions and prices — Unified Messaging ($145 per user per month and $0.80 per case), Case Management ($97 per user per month or $0.47 per case), Enterprise ($165 or $0.80) and Digital Customer Engagement ($260 or $1.26), all printed as "From" prices. The annual total is users times the monthly price times 12, or cases times the per-case price, as the pricing basis requires.
  • Pricing basis — the Unified Messaging Edition is priced per user and per case together; the other three editions are priced per user or per case. Case-based pricing is sold in blocks of 10,000 cases a year. The Unified Messaging cloud minimum is $5,000 a month and includes up to 25 users, so a quote above 25 users goes to a person.
  • What each edition offers — fourteen capabilities are checked against the edition: robotic process automation, Workforce Intelligence, DX API, chatbots, email bots, live web chat, two-way SMS, messaging channels, Co-Browse, IVR API, customer knowledge management, Augmented Agent Assistant, Next Best Action and hybrid cloud.
  • Licenses and minimums — DX API, chatbots, email bots and the IVR API require a case-based license, so a per-user-only quote is blocked; two-way SMS requires a Twilio account; Co-Browse has a 100-user minimum.
  • Approvals — capabilities marked "additional fee applies" (Workforce Intelligence, Enterprise live chat, Enterprise Co-Browse, customer knowledge management), Next Best Action (separate Customer Decision Hub license) and messaging channels (may need prior approval) are not priced in the matrix, so they go to a person.

Any Pega Customer Service edition quote that touches these rules is in scope — not only the scenarios pictured here. Not covered: other Pega products, the Pega Cloud platform on its own, discounts, services, support tiers, other currencies and capabilities not listed above. Assumptions: the matrix is dated October 2020 and its "From" prices may no longer be current; the Unified Messaging price is read as per user per month together with per case; a quote states the annual total of the user-based and case-based parts.

The AI sales agentBuilds the Pega Customer Service quote from the conversation and says it is ready.
Predictika validatorChecks every rule at once and returns the verdict, each finding, and the computed figures.

8 scenarios in 3 groups · each group runs from the agent’s first attempt to the outcome · click one to switch

What the agent proposes

The AI sales agent says

Illustrative agent statement. The validator receives the structured request below.

Proposing agent: AI sales agent (scripted)

Before sending, the agent must call Recorded run

Predictika validator


      

        
        
        
      

      
Waiting for the call.

      
    

  

  
  

    
Where rules-based CPQ gets it wrong
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Our assessment of what a typical rules-based CPQ (product rules, price rules and validation rules, as in Salesforce CPQ) does with the same cases. It is a judgment about effort and reliability, not a claim that nothing can be built.

    
What the validator caughtTypical rules-based CPQPredictika
Capabilities that exist only in some editionsOnly with care
One availability rule per capability and edition, all kept in step with the matrix whenever it is reissued.		The quoted edition is checked against each selected capability on every call, with the reason returned.
Pricing basis that depends on the editionOnly with workarounds
Unified Messaging needs user and case pricing together while the others take one or the other; this is a cross-field rule between edition and pricing basis.		The edition and the pricing basis are in one request and are checked together.
Case volumes sold in blocks, and a cloud minimum with a user capOnly with care
A block-size rule and a minimum-with-cap rule, each easy to leave out of the price rules.		The block size is checked and the minimum is applied in the computed total; users above the cap go to a person.
Capabilities that need a case-based license or a Twilio accountOnly with workarounds
A cross-field rule between selected capabilities and the pricing basis or a customer account, typically added late.		Each license and account requirement is checked together with the rest of the quote.
Stated totals that must equal users or cases times the edition priceOnly with care
A stated figure is a free-entry field; a rule can compare it with a computed total, but it has to be kept in step with the matrix.		The stated total travels with the quote and is compared with the computed total on every call.
Every problem returned in one answer, with approvals kept separateOnly with workarounds
Rules tend to fire as the quote is saved or a step is completed, so a rep often fixes one error and meets the next; unpriced fees need an approval step.		All findings come back together, and the quote cannot be executed while a block remains or an approval is pending.

  

  

    
What this validator catches: findings from its test cases
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Every rule is checked on every call, in any order the choices arrive; one problem never hides another. Blocking findings stop the quote; approval findings need a person to sign off; everything else is computed.

    
1The Unified Messaging cloud minimum covers up to 25 users and the matrix does not say how it scales above 25; a person should confirm the price.
2The Unified Messaging Edition is priced per user and per case together; the quote uses only one of the two.
3The Case Management, Enterprise and Digital Customer Engagement editions are priced per user or per case, not both; the quote uses both.
4The quote is priced per user but has 0 users; at least 1 is needed.
5The quote is priced per case but also lists 5 users.
6The quote is priced per case but has 0 cases a year; at least one block of 10,000 is needed.
7Case-based pricing is sold in blocks of 10,000 cases a year; the quote has 15,000 cases.
8Case-based pricing is sold in blocks of 10,000 cases a year; the quote has 9,999 cases.
9The quote is priced per user but also lists 10,000 cases a year.
10Robotic process automation is not offered in the quoted edition; the matrix shows it in the Case Management, Enterprise, Digital Customer Engagement edition(s).
11The quote selects DX API, chatbots, email bots or the IVR API, which require a case-based license, but is priced per user only.
12DX API is not offered in the quoted edition; the matrix shows it in the Case Management, Enterprise, Digital Customer Engagement edition(s).
13IVR API is not offered in the quoted edition; the matrix shows it in the Enterprise, Digital Customer Engagement edition(s).
14Live web chat carries an additional fee in the Enterprise Edition that the matrix does not price; a person should confirm it.
15Live web chat is not offered in the quoted edition; the matrix shows it in the Unified Messaging, Enterprise, Digital Customer Engagement edition(s).
16Two-way SMS requires a Twilio account; the quote does not include one.
17Two-way SMS is not offered in the quoted edition; the matrix shows it in the Unified Messaging, Digital Customer Engagement edition(s).
18Some messaging services may require prior approval, and WhatsApp requires a Twilio account; a person should confirm the channels.
19Co-Browse has a 100-user minimum; the quote has 99 users.
20Co-Browse carries an additional fee in the Enterprise Edition that the matrix does not price; a person should confirm it.
21Co-Browse has a 100-user minimum and the quote is priced per case; the matrix does not say how the minimum applies, so a person should confirm it.
22Workforce Intelligence carries an additional fee that the matrix does not price; a person should confirm it.
23Workforce Intelligence is not offered in the quoted edition; the matrix shows it in the Case Management, Enterprise, Digital Customer Engagement edition(s).
24Knowledge Management for customers carries an additional fee that the matrix does not price; a person should confirm it.

  

  

    
Scenarios and results
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The recorded result of the validator for each scenario on this page: the request the AI agent sent, the verdict, and every finding, in the order they appear above.

    
1. Edition and pricing basis: An Enterprise quote priced per user and per case, with Augmented Agent Assistant

    
The agent's request. Please quote an annual Pega Customer Service Enterprise Edition, priced per user and per case, for 60 users and 40,000 cases a year, with robotic process automation and Augmented Agent Assistant. The quote states an annual total of $150,800.00. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Other editions are priced per user or per case. The Case Management, Enterprise and Digital Customer Engagement editions are priced per user or per case, not both; the quote uses both.
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  • Augmented Agent Assistant not offered. Augmented Agent Assistant is not offered in the quoted edition; the matrix shows it in the Digital Customer Engagement edition(s).
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2. Edition and pricing basis: The agent resubmits after fixing the errors

    
The agent's request. Please quote an annual Pega Customer Service Digital Customer Engagement Edition, priced per user, for 60 users, with robotic process automation and Augmented Agent Assistant. The quote states an annual total of $187,200.00. It is ready to send.

    
Verdict: Allowed.

    
    
      
  • Quote summary. Annual total of $187,200.00 at the printed From prices (user part $187,200.00, case part $0.00; features with a fee or a separate license are not priced).
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3. Channels, licenses and the total: An Enterprise quote with SMS, DX API and live chat, priced per user, with a wrong total

    
The agent's request. Please quote an annual Pega Customer Service Enterprise Edition, priced per user, for 120 users, with DX API, live web chat and two-way SMS. The quote states an annual total of $236,400.00. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Two-way SMS not offered. Two-way SMS is not offered in the quoted edition; the matrix shows it in the Unified Messaging, Digital Customer Engagement edition(s).
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  • Feature needs a case-based license. The quote selects DX API, chatbots, email bots or the IVR API, which require a case-based license, but is priced per user only.
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  • Two-way SMS needs a Twilio account. Two-way SMS requires a Twilio account; the quote does not include one.
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  • Stated total does not match. The quote states an annual total of $236,400.00; the matrix prices give $237,600.00.
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  • Live web chat fee to confirm. Live web chat carries an additional fee in the Enterprise Edition that the matrix does not price; a person should confirm it.
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4. Channels, licenses and the total: The agent resubmits after fixing the errors

    
The agent's request. Please quote an annual Pega Customer Service Digital Customer Engagement Edition, priced per user, for 120 users, with DX API, live web chat and two-way SMS. The quote states an annual total of $374,400.00. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Feature needs a case-based license. The quote selects DX API, chatbots, email bots or the IVR API, which require a case-based license, but is priced per user only.
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  • Two-way SMS needs a Twilio account. Two-way SMS requires a Twilio account; the quote does not include one.
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5. Channels, licenses and the total: The agent resubmits after fixing the errors

    
The agent's request. Please quote an annual Pega Customer Service Digital Customer Engagement Edition, priced per case, for 50,000 cases a year, with DX API, live web chat and two-way SMS (the customer has a Twilio account). The quote states an annual total of $63,000.00. It is ready to send.

    
Verdict: Allowed.

    
    
      
  • Quote summary. Annual total of $63,000.00 at the printed From prices (user part $0.00, case part $63,000.00; features with a fee or a separate license are not priced).
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6. Unified Messaging minimum and case blocks: A Unified Messaging quote for 40 users with a part-block of cases and Workforce Intelligence

    
The agent's request. Please quote an annual Pega Customer Service Unified Messaging Edition, priced per user and per case, for 40 users and 15,000 cases a year, with Workforce Intelligence and live web chat. The quote states an annual total of $81,600.00. It is ready to send.

    
Verdict: Blocked.

    
    
      
  • Cases sold in blocks of 10,000. Case-based pricing is sold in blocks of 10,000 cases a year; the quote has 15,000 cases.
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  • Workforce Intelligence not offered. Workforce Intelligence is not offered in the quoted edition; the matrix shows it in the Case Management, Enterprise, Digital Customer Engagement edition(s).
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  • Unified Messaging above 25 users to confirm. The Unified Messaging cloud minimum covers up to 25 users and the matrix does not say how it scales above 25; a person should confirm the price.
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7. Unified Messaging minimum and case blocks: The agent resubmits after fixing the errors

    
The agent's request. Please quote an annual Pega Customer Service Unified Messaging Edition, priced per user and per case, for 40 users and 20,000 cases a year, with live web chat. The quote states an annual total of $85,600.00. It is ready to send.

    
Verdict: Needs approval.

    
    
      
  • Unified Messaging above 25 users to confirm. The Unified Messaging cloud minimum covers up to 25 users and the matrix does not say how it scales above 25; a person should confirm the price.
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  • Quote summary. Annual total of $85,600.00 at the printed From prices (user part $69,600.00, case part $16,000.00; features with a fee or a separate license are not priced).
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8. Unified Messaging minimum and case blocks: The agent resubmits after fixing the errors

    
The agent's request. Please quote an annual Pega Customer Service Unified Messaging Edition, priced per user and per case, for 25 users and 20,000 cases a year, with live web chat. The quote states an annual total of $76,000.00. It is ready to send.

    
Verdict: Allowed.

    
    
      
  • Quote summary. Annual total of $76,000.00 at the printed From prices (user part $60,000.00, case part $16,000.00; features with a fee or a separate license are not priced).
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Narration transcript
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The text of the narrated walkthrough, step by step.

    
    
      
  1. Welcome to a demo of Predictika's Validator. An AI sales agent prepares an annual quote for a service team that wants a customer-service software subscription: which edition, whether it is priced per user or per case, how many users or case blocks, and more. Before it goes out, the agent sends it to Predictika, which checks it against a declarative model of the public Pega Customer Service Pricing Matrix and returns a verdict, every reason and the figures it computed.
    2. 
      
  2. I will start with the first request by the agent.
    3. 
      
  3. The agent says. Please quote an annual Pega Customer Service Enterprise Edition, priced per user, for 120 users, with DX API, live web chat and two-way SMS. The quote states an annual total of $236,400.00. The rest of the request is on screen.
    4. 
      
  4. Before it goes out, the agent calls the validator.
    5. 
      
  5. Blocked, with four findings and one approval, all in one answer. Two-way SMS is not offered in the quoted edition; the matrix shows it in the Unified Messaging, Digital Customer Engagement edition(s). The quote selects DX API, chatbots, email bots or the IVR API, which require a case-based license, but is priced per user only. Two-way SMS requires a Twilio account; the quote does not include one. The other one is on screen.
    6. 
      
  6. The validator returned four blocking findings and one approval in one answer. A check that reads one field at a time would pass most of this; it shows only when the choices in the quote are checked against each other and against the stated total.
    7. 
      
  7. What this shows: for capabilities that need a case-based license or a Twilio account, a rules-based CPQ can do this only with workarounds.
    8. 
      
  8. Now the agent resubmits.
    9. 
      
  9. The corrected request. It changes the edition to Digital Customer Engagement Edition and the stated annual total to $374,400.00.
    10. 
      
  10. It calls the validator again.
    11. 
      
  11. Still blocked, with two findings, all in one answer. The quote selects DX API, chatbots, email bots or the IVR API, which require a case-based license, but is priced per user only. Two-way SMS requires a Twilio account; the quote does not include one.
    12. 
      
  12. Three findings cleared. Still blocking: feature needs a case-based license and two-way SMS needs a Twilio account.
    13. 
      
  13. The agent resubmits once more.
    14. 
      
  14. The revised request. It changes the pricing basis to per case, the twilio account to yes and the stated annual total to $63,000.00. It sets the cases a year to 50,000. It removes the users.
    15. 
      
  15. It calls the validator once more.
    16. 
      
  16. This time the validator clears it.
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  17. The validator also returns the line-item quote, on screen.
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  18. Both earlier findings are cleared, and the validator's total, $63,000.00, matches the quote.
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  19. Five problems caught in one call, fixed in two passes, and a clean $63,000.00 quote. That is the value of Predictika's validator: catching mistakes before they reach the customer. Now you can try the other scenarios yourself.
    20.