Pega Agent Experience Powers More Reliable AI Agents Through Trusted Enterprise Workflows
Pegasystems (NASDAQ: PEGA) has announced Pega Agent Experience (AgentX), a new API capability set within their workflow automation solution designed to deliver trustworthy AI agents. The technology transforms Pega workflows into dynamic agentic orchestration engines that guide AI agents through tasks while coordinating with other AI agents for additional automation steps.
The solution addresses a critical market challenge, as only 32% of companies believe they can leverage agents in their workflows within the next three years. AgentX enables conversational experiences through Pega GenAI Blueprint, allowing any agent to identify and execute optimal workflows for tasks like processing orders and updating customer accounts.
Built on Pega's Center-out agent architecture, the system ensures tracked, governed, and consistent AI agent interactions. The product will be generally available in summer 2024 with the latest Pega Infinity software suite, with additional capabilities planned throughout 2025.
Pegasystems (NASDAQ: PEGA) ha annunciato Pega Agent Experience (AgentX), una nuova funzionalità API all'interno della loro soluzione di automazione dei flussi di lavoro, progettata per fornire agenti AI affidabili. La tecnologia trasforma i flussi di lavoro di Pega in motori di orchestrazione dinamici che guidano gli agenti AI attraverso i compiti, coordinandosi con altri agenti AI per ulteriori passaggi di automazione.
La soluzione affronta una sfida critica del mercato, poiché solo il 32% delle aziende crede di poter sfruttare gli agenti nei propri flussi di lavoro nei prossimi tre anni. AgentX consente esperienze conversazionali tramite Pega GenAI Blueprint, permettendo a qualsiasi agente di identificare ed eseguire flussi di lavoro ottimali per compiti come l'elaborazione degli ordini e l'aggiornamento dei conti clienti.
Basato sull'architettura degli agenti Center-out di Pega, il sistema garantisce interazioni degli agenti AI tracciate, governate e coerenti. Il prodotto sarà disponibile in generale nell'estate del 2024 con il più recente pacchetto software Pega Infinity, con ulteriori funzionalità pianificate per tutto il 2025.
Pegasystems (NASDAQ: PEGA) ha anunciado Pega Agent Experience (AgentX), una nueva capacidad de API dentro de su solución de automatización de flujos de trabajo diseñada para ofrecer agentes de IA confiables. La tecnología transforma los flujos de trabajo de Pega en motores de orquestación dinámica que guían a los agentes de IA a través de tareas mientras se coordinan con otros agentes de IA para pasos adicionales de automatización.
La solución aborda un desafío crítico del mercado, ya que solo el 32% de las empresas creen que pueden aprovechar los agentes en sus flujos de trabajo en los próximos tres años. AgentX permite experiencias conversacionales a través de Pega GenAI Blueprint, permitiendo que cualquier agente identifique y ejecute flujos de trabajo óptimos para tareas como el procesamiento de pedidos y la actualización de cuentas de clientes.
Construido sobre la arquitectura de agentes Center-out de Pega, el sistema garantiza interacciones de agentes de IA rastreadas, gobernadas y consistentes. El producto estará disponible en general en el verano de 2024 con el último paquete de software Pega Infinity, con capacidades adicionales planeadas para todo 2025.
페가시스템즈 (NASDAQ: PEGA)는 신뢰할 수 있는 AI 에이전트를 제공하기 위해 설계된 워크플로우 자동화 솔루션 내에서 새로운 API 기능인 Pega Agent Experience (AgentX)를 발표했습니다. 이 기술은 Pega의 워크플로우를 동적 에이전트 오케스트레이션 엔진으로 변환하여 AI 에이전트가 작업을 수행하는 동안 다른 AI 에이전트와 협조하여 추가 자동화 단계를 수행하도록 안내합니다.
이 솔루션은 시장의 중요한 도전 과제를 해결하는데, 오직 32%의 기업만이 향후 3년 내에 워크플로우에서 에이전트를 활용할 수 있다고 믿고 있습니다. AgentX는 Pega GenAI Blueprint를 통해 대화형 경험을 가능하게 하여, 어떤 에이전트든지 주문 처리 및 고객 계정 업데이트와 같은 작업을 위한 최적의 워크플로우를 식별하고 실행할 수 있게 합니다.
Pega의 센터 아웃 에이전트 아키텍처를 기반으로 구축된 이 시스템은 추적되고, 관리되며, 일관된 AI 에이전트 상호작용을 보장합니다. 이 제품은 2024년 여름에 최신 Pega Infinity 소프트웨어 패키지와 함께 일반적으로 제공될 예정이며, 2025년 내내 추가 기능이 계획되어 있습니다.
Pegasystems (NASDAQ: PEGA) a annoncé Pega Agent Experience (AgentX), une nouvelle capacité API intégrée à leur solution d'automatisation des flux de travail, conçue pour fournir des agents IA fiables. La technologie transforme les flux de travail Pega en moteurs d'orchestration dynamiques qui guident les agents IA à travers les tâches tout en se coordonnant avec d'autres agents IA pour des étapes d'automatisation supplémentaires.
La solution répond à un défi critique du marché, car seulement 32% des entreprises pensent qu'elles peuvent tirer parti des agents dans leurs flux de travail au cours des trois prochaines années. AgentX permet des expériences conversationnelles via Pega GenAI Blueprint, permettant à tout agent d'identifier et d'exécuter des flux de travail optimaux pour des tâches telles que le traitement des commandes et la mise à jour des comptes clients.
Bâti sur l'architecture des agents Center-out de Pega, le système garantit des interactions avec les agents IA traçables, régulées et cohérentes. Le produit sera généralement disponible à l'été 2024 avec la dernière suite logicielle Pega Infinity, avec des capacités supplémentaires prévues tout au long de 2025.
Pegasystems (NASDAQ: PEGA) hat Pega Agent Experience (AgentX) angekündigt, eine neue API-Funktionalität innerhalb ihrer Workflow-Automatisierungslösung, die darauf abzielt, vertrauenswürdige KI-Agenten bereitzustellen. Die Technologie verwandelt Pega-Workflows in dynamische agentische Orchestrierungsmaschinen, die KI-Agenten durch Aufgaben leiten und gleichzeitig mit anderen KI-Agenten für weitere Automatisierungsschritte koordinieren.
Die Lösung adressiert eine kritische Markt-Herausforderung, da nur 32% der Unternehmen glauben, dass sie in den nächsten drei Jahren Agenten in ihren Workflows nutzen können. AgentX ermöglicht konversationelle Erfahrungen über Pega GenAI Blueprint, sodass jeder Agent optimale Workflows für Aufgaben wie die Auftragsbearbeitung und das Aktualisieren von Kundenkonten identifizieren und ausführen kann.
Auf der Center-out-Agent-Architektur von Pega basierend, gewährleistet das System nachvollziehbare, regulierte und konsistente Interaktionen mit KI-Agenten. Das Produkt wird im Sommer 2024 zusammen mit dem neuesten Pega Infinity-Softwarepaket allgemein verfügbar sein, mit zusätzlichen Funktionen, die im Laufe des Jahres 2025 geplant sind.
- Introduces new technology to improve AI agent reliability and governance
- Enables automation of complex multi-step tasks traditionally requiring human intervention
- Built-in governance and compliance controls for regulated industries
- Integrates with existing Pega workflows and third-party agents
- Product not yet generally available until summer 2024
- Market shows low confidence in AI agent workflow adoption (only 32% believe in implementation within 3 years)
Insights
Pegasystems' introduction of Agent Experience represents a strategic pivot in enterprise AI deployment, addressing a critical market gap in reliable AI agent orchestration. The timing is particularly strategic, as enterprises grapple with integrating thousands of disconnected AI agents into their workflows - a challenge highlighted by the stark statistic that only 32% of companies anticipate successful AI workflow integration in the next three years.
The platform's technical architecture introduces several key competitive advantages. The Center-out approach differentiates it from conventional bolt-on AI solutions, providing centralized control over workflows, action libraries, and decision logic. This architectural choice is important for enterprises requiring strict governance and auditability, particularly in regulated industries where AI deployment risks have been a significant barrier to adoption.
From a market perspective, this release positions Pegasystems advantageously in the enterprise software landscape. The summer 2025 release timeline allows for comprehensive testing and refinement, while the immediate preview availability through Pega GenAI Blueprint enables market education and early adopter engagement. The platform's ability to orchestrate both Pega and third-party agents significantly expands its market potential, offering a solution to the fragmentation challenge that has plagued enterprise AI adoption.
The business value proposition is compelling: by transforming existing workflows into agentic experiences automatically, organizations can accelerate their AI deployment while maintaining control and predictability. This addresses a important pain point for enterprises that have invested heavily in AI capabilities but struggle with practical implementation and governance.
Looking ahead, the planned rollout of additional capabilities throughout 2025 suggests a well-structured product evolution strategy. The focus on enterprise-grade governance and compliance controls positions Pega Agent Experience as a potential standard-setter in regulated industries, where the combination of AI automation and strict compliance requirements has traditionally been challenging to achieve.
First-of-its-kind agentic orchestration capability unlocks the promise of agent automation with the predictability customers and regulators demand
This screenshot demonstrates how the new Pega Agent Experience transforms workflows built in Pega GenAI Blueprint into conversational agents that guide customers through a process. (Graphic: Business Wire)
As vendors flood the market with thousands of agents, organizations are discovering a sobering reality: getting all these agents to work correctly is much harder than it seems. In fact, a recent study found only
A proven enterprise approach to guide the new agentic world
The breakthrough Pega Agent Experience enables impactful conversational experiences that fulfil the promise of AI agents and shatter their reputation as ‘glorified chatbots.’ Pega GenAI Blueprint™ has enabled enterprises to deploy new workflows with unprecedented speed. Now, with Pega Agent Experience, each Pega workflow becomes a powerful agentic automation engine, driving conversational experiences on the front-end while orchestrating the right agents to get the work done on the back end.
With Pega Agent Experience, any agent – including Pega’s or from third parties – can identify and execute the optimal Pega workflow to guide them through requested tasks, including processing orders, updating customer accounts, filing applications, and more. And if the task requires other specialized AI agents to get involved – such as to extract information from an image or draft a compliant email response to a customer – Pega Agent Experience invokes the right agent from any platform to finish the job. This helps to ensure requests are fully resolved from start to finish with unmatched reliability, governance, and security.
The difference: A unified Center-out approach
Unlike other agentic platforms, Pega is built from the ground up on a Center-out® agent architecture. Pega’s workflows, action libraries, and decision logic are centrally managed, monitored, and controlled – not embedded in user-centric screens or inflexible databases. This orients AI agents around work and outcomes rather than bolting agents onto each individual channel and back end. Now every agent interaction is tracked, governed, consistent, predictable, and auditable, leading to AI agents that enterprises can trust, even in the most complex and demanding environments.
Building on Pega’s four decades of delivering market-leading workflow automation for many of the world’s largest and most sophisticated enterprises, Pega Agent Experience enables better agentic outcomes by:
- Turning trusted workflows into agentic experiences, automatically: Pega Agent Experience dynamically evaluates the library of available Pega workflows and invokes the most effective one. Rather than manually making up new execution plans for every request, Pega Agent Experience guides AI agents through best-practice workflows – acting as a conversational concierge that collects data and answers questions.
- Orchestrating agents to automate more than ever before: Pega offers new and deeper levels of automation, including multi-step tasks that traditionally required human intervention. Pega Agent Experience allows both Pega and non-Pega agents to be invoked at any step of a workflow, embedding agentic automation directly into complex processes like insurance underwriting or payment disputes.
- Instantly previewing agentic experiences across channels: Pega Agent Experience will be available for any existing Pega workflow and integrated into the intuitive Pega GenAI Blueprint workflow design agent. This lets business users quickly design modern workflows and instantly watch them power agentic conversations across chat and voice channels. Pega GenAI Blueprint can also design new workflows at run time to add to an organization’s library of best practices.
- Ensuring enterprise-grade governance: Built-in governance and compliance controls help ensure secure, auditable interactions needed in regulated industries while protecting against unpredictability and risk. Pega's proven workflows ensure full control and observability around all agents’ work, including any third-party agents to make them safer and more effective.
Availability and capability preview
Starting today, anyone can experience the power of Pega Agent Experience by logging into Pega GenAI Blueprint (www.pega.com/blueprint) to quickly and intuitively design a new workflow and then preview how Pega Agent Experience delivers agentic conversations for that workflow across voice and text channels.
Pega Agent Experience will be generally available this summer with the latest version of the Pega Infinity™ software suite.
Additional agentic capabilities are expected to be introduced throughout 2025 leading up to PegaWorld®, the annual user conference to be held June 1-3, 2025, at the MGM Grand in
For more information, visit https://www.pega.com/technology/agent-experience
Quotes and Commentary
“Agentic AI might seem magical, but large enterprises can’t solely depend on magic to deliver predictable, dependable, and auditable outcomes,” said Kerim Akgonul, chief product officer, Pega. “Pega Agent Experience enables enterprises to tap into the ideal workflow to maximize and govern their AI agent performance. With our differentiated approach to agentic orchestration, we’re helping organizations move beyond their ‘trough of agentic disillusionment’ and get back on the path to becoming true autonomous enterprises.”
Supporting Resources:
- Learn more: Pega Agent Experience
- Background: What is agentic AI?
- See it: Video overview of Pega Agent Experience
- Try it: Log into Pega GenAI Blueprint for a Pega Agent Experience preview
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
All trademarks are the property of their respective owners.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250212561478/en/
Press Contact:
Sean Audet
Pegasystems Inc.
sean.audet@pega.com
Source: Pegasystems Inc.
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