Pega Introduces Predictable AI Agents for Enterprise Workflow Automation

Pegasystems Inc. (NASDAQ: PEGA) has unveiled Pega Predictable AI Agents, a groundbreaking solution designed to integrate AI reasoning with the predictability of workflows. This innovation aims to address the challenges enterprises face with "AI black boxes" by providing transparent, governed, and reliable AI-driven automation.

Key Features of Pega Predictable AI Agents

• Design Agents: Leverage AI to author workflows and customer engagement strategies in collaboration with human experts. Powered by Pega Blueprint, these agents generate workflows, next-best-action strategies, and more.
• Conversation Agents: Engage customers and employees across multiple channels (chat, web, email, etc.) using the Pega Agent Experience API.
• Automation Agents: Perform tasks like voice interpretation, document analysis, and data extraction within workflows.
• Knowledge Agents: Provide insights from structured and unstructured data using Pega Knowledge Buddy.
• Coach Agents: Offer real-time guidance to humans during workflow execution, ensuring adherence to best practices.

This screenshot shows how developers can configure AI agents using natural language descriptions.

Why It Matters

Many enterprises hesitate to deploy AI beyond basic chatbots due to the unpredictability of "black box" solutions. Pega Predictable AI Agents address this by embedding AI within a governed workflow framework, ensuring consistency and transparency—critical for regulated industries like healthcare and finance.

Availability

The capabilities are currently available in Pega Blueprint and will be integrated into Pega Infinity '25 in Q3 2024. Attendees can experience the technology at PegaWorld (June 1-3, Las Vegas).

Executive Quotes

• Kerim Akgonul, Chief Product Officer: "Enterprises have been hungry for predictable and transparent AI. Pega Predictable AI Agents deliver reasoning and workflow in a unified system."