This first-of-its-kind agentic orchestration capability unlocks the promise of agent automation with the predictability customers and regulators demand
Pegasystems Inc. has announced Pega Agent Experience–a unique set of new API capabilities in Pega’s workflow automation and orchestration solution to deliver trustworthy AI agents. Pega Agent Experience (Pega AgentX for short) transforms anyPega workflow into a dynamic agentic orchestrationengine,guiding AI agents to optimallycompletetaskswhileinvoking other AI agents toautomate additional steps.This unique approach enables exceptional customer service, improved employee productivity, and end-to-end automationwhile eliminatingthepitfalls of poor and unpredictable agent performance.
Asvendors flood the market with thousands of agents, organizationsare discovering a sobering reality: getting all these agents to workcorrectly is much harder than it seems. In fact, a recentstudyfound only32% of companies believe they will be able to leverage agents in their workflows in the next three years. Enterprises are struggling to manage theseslipshod armies of disconnected agents and ensure their immense generative AI-power doesn’t run amok. Without proper governance, agents will deliver inconsistentexperiences that expose businesses to serious reputational and regulatory risk.
“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.”
Kerim Akgonul, chief product officer, Pega
A proven enterprise approach toguidethenew 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 powerfulagentic 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 –canidentify and execute the optimal Pega workflow to guide them through requested tasks,including processing orders, updating customer accounts, filing applications, and more. And if thetaskrequires other specialized AIagents to get involved– such as toextract information from an image or draft a compliant email response to a customer–Pega Agent Experienceinvokes the rightagent from any platformto finish the job. This helps toensure requests are fully resolvedfrom start to finishwith 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. Thisorients AI agents around work and outcomes rather than bolting agents ontoeach individual channel andback end.Now every agent interaction is tracked, governed, consistent, predictable, and auditable, leading toAI 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 dataand 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 Experienceallows both Pega and non-Pega agents to be invoked at any step of a workflow, embedding agentic automation directly into complex processes likeinsurance underwriting or payment disputes.
- Instantly previewing agentic experiences across channels: Pega Agent Experiencewill be available for any existing Pega workflow and integrated into the intuitivePega GenAI Blueprint workflow design agent. This lets business users quickly design modern workflows and instantly watchthem power agentic conversationsacross 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 workflowsensure full control and observability around all agents’ work, including any third-party agents to make them safer and more effective.
Availability and capability
Starting today, anyonecan experience the power of Pega Agent Experience by logging into Pega GenAI Blueprint to quickly and intuitively design a new workflow and thenpreviewhowPega Agent Experience delivers agentic conversationsfor that workflowacross voice and text channels.
Pega Agent Experiencewill 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 Las Vegas.
“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.”
