Abstract—As organizations seek to improve operational efficiency and customer experience, the integration of conversational AI with business process management and decision-making systems has emerged as a critical innovation. This paper explores the integration of ChatGPT, a state-of-the-art conversational AI, with Pega's Adaptive Decision Manager (ADM). We examine the synergies between ChatGPT's natural language processing capabilities and Pega ADM's predictive analytics and decisioning to propose a robust framework for real-time, customer-centric decision making. We discuss the potential for such integration to transform customer interactions, streamline processes, and drive data-driven decisions in various industries. Furthermore, we analyze the challenges and considerations of this integration, including data privacy, security, and the need for continuous learning and adaptation in the AI models. This paper aims to provide a comprehensive guide for organizations looking to harness the power of AI-enhanced decision-making systems.

Keywords—business process management, conversational AI, pega adaptive decision manager, real-time decisioning

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Cite: Praveen Kumar Tammana, "Leveraging Conversational AI for Enhanced Decisioning: Integrating ChatGPT with Pega's Adaptive Decision Manager," Journal of Software, vol. 19, no. 2, pp. 42-51, 2024.

Copyright @ 2024 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0)