New Pega Predictable AI Agents Combine the Power of Reasoning with the Predictability of Workflows

Breakthrough approach goes beyond AI “black boxes” to drive autonomous innovation while delivering consistent outcomes for the enterprise

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company, today unveiled Pega Predictable AI™ Agents that give enterprises extraordinary control and visibility as they design and deploy AI-optimized processes. Businesses can deploy Pega Predictable AI Agents with confidence, accelerating value while minimizing risk.

In today’s AI landscape, many enterprises are conflicted about deploying agentic AI beyond basic chatbot use cases. This is because many AI solutions depend solely on prompt-based configuration, giving agents free rein to reason and plan at any step of the process, without proper governance or controls. While this creativity is invaluable when brainstorming an advertising campaign – or while designing a workflow – it is naïve and irresponsible when processing a healthcare claim or resolving a credit card dispute. For regulated industries, where the difference between being 98% accurate and 100% predictable is hundreds of millions of dollars, trusting “AI black boxes” to figure it out on the fly will lead to wasted effort and disillusionment.

The Blueprint for Predictable AI

Pega Predictable AI Agents allow enterprises to avoid the sinkhole of “AI black boxes” by thoughtfully integrating AI agents into the world’s leading enterprise platform for workflow automation. Instead of providing nothing more than prompt-based authoring tools, basic dashboards, and vague advice to use it wisely, Pega maximizes the value of AI while minimizing risk with the following Pega Predictable AI Agents:

• Design Agents use AI reasoning to author workflows and customer engagement strategies in collaboration with human experts. At the core of Pega Predictable AI Agents strategy is Pega Blueprint™, the industry’s first agents for workflow and decisioning design. Pega Blueprint leverages a collection of unique AI models and agents to generate workflows, next-best-action strategies, data structures, interfaces, user screens, security configuration, and more. It can also be invoked at runtime if a user needs to automate a process on the fly that isn’t already defined in the application. Additionally, when Pega Blueprint creates a new application, it also generates other specialized agents that drive specific cognitive tasks for that app at runtime, detailed in the following agents below.
• Conversation Agents engage with customers and employees on multiple channels, such as chat, web, email, voice, and social media. Leveraging the Pega Agent Experience™ API, Pega Blueprint can instantly create out-of-the-box conversational agents from any workflow. It uses the semantic power of AI to fulfill user requests by finding and executing the right workflows. By empowering agents with workflows instead of just prompts, enterprises gain predictable and consistent execution.
• Automation Agents intelligently perform tasks, such as voice interpretation, interaction summarization, document analysis, and data extraction. Clients can incorporate these agents into their workflows as specific workflow steps, orchestrating agents both inside and outside of Pega to accelerate productivity in a transparent and reliable way.
• Knowledge Agents provide insights based on structured and unstructured data from diverse sources — such as document repositories or remote databases. Pega Blueprint leverages Pega Knowledge Buddy™ agents to create workflows that leverage industry best practices and to embed guidance inside other workflows.
• Coach Agents, such as Pega Coach™, collaborate with humans involved in a workflow step to provide real-time, contextual guidance about the work. This helps ensure work is done effectively and in line with best practices.

All Pega Predictable AI Agents are governed by Pega’s advanced, enterprise-grade case management and access controls, giving enterprises not only predictability but also unparalleled transparency, visibility, and security.

Future-Ready AI for Every Business

Pega Predictable AI Agents capabilities can be experienced in Pega Blueprint today and will be integrated into Pega Infinity™ ‘25 in Q3 this year. For more information, visit www.pega.com/predictable-ai-agents.

Attendees will be able to test drive Pega Predictable AI Agents at PegaWorld®, our annual user conference, June 1-3 at the MGM Grand in Las Vegas. For more information and to register, visit www.pegaworld.com.

Quotes and Commentary

“Enterprises have been hungry for a way to integrate AI that is predictable and transparent,” said Kerim Akgonul, chief product officer, Pega. “Pega Predictable AI Agents helps ensure businesses can leverage agentic AI without sacrificing governance, transparency, or security. We’ve pulled back the curtain to deliver reasoning and workflow in a unified system that makes AI more predictable and manageable at scale.”

“Too many agent solutions are naïve and irresponsible 'AI black box' science projects,” said Alan Trefler, founder and CEO, Pega. “Pega is bringing much needed consistency and trust to AI agent deployments. Pega Blueprint has demonstrated the power of agents to reimagine the workflows that define a winning business. With Pega Predictable AI Agents, our clients can know that every agent is predictable, audited, and optimized for business success.”

Supporting Resources:

• More background: Pega Predictable AI Agents
• Background: What is Agentic AI?
• Event: LinkedIn Live event on “Agentic Advancements”
• Pega blog: We are entering the era of agentic workflows

About Pegasystems

Pega is The Enterprise Transformation Company that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world’s most influential businesses rely on our platform to solve their most pressing challenges, from personalizing engagement to automating service to streamlining operations. Since 1983, we’ve built our scalable and flexible architecture to help enterprises meet today’s customer demands while continuously transforming for tomorrow. For more information on Pega (NASDAQ: PEGA), visit www.pega.com

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