First-of-its-kind agentic orchestration capability unlocks the promise of agent automation with the predictability customers and regulators demand

Pegasystems Inc. (NASDAQ: PEGA), the Enterprise Transformation Company™, today announced Pega Agent Experience™ – a revolutionary set of new API capabilities in Pega’s market-leading workflow automation and orchestration solution to deliver trustworthy AI agents. Pega Agent Experience (Pega AgentX for short) transforms any Pega workflow into a dynamic agentic orchestration engine, guiding AI agents to optimally complete tasks while invoking other AI agents to automate additional steps. This unique approach enables exceptional customer service, improved employee productivity, and end-to-end automation while eliminating the pitfalls of poor and unpredictable agent performance.

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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 32% of companies believe they will be able to leverage agents in their workflows in the next three years. Enterprises are struggling to manage these slipshod armies of disconnected agents and ensure their immense generative AI-power doesn’t run amok. Without proper governance, agents will deliver inconsistent experiences that expose businesses to serious reputational and regulatory risk.

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 Las Vegas.

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.

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