Pega Introduces AI Agents for Predictable Workflow Automation

May 14, 2025 — Pegasystems has unveiled Pega Predictable AI Agents, a new suite of tools integrated into Pega Blueprint, designed to help businesses create and deploy AI-optimized workflows. The announcement highlights Pega's commitment to delivering transparent, governed AI solutions for enterprise applications.

Key Features of Pega Predictable AI Agents

Pega Blueprint employs a collection of specialized AI models and agents to generate:

• Workflows
• Next-best-action strategies
• Data structures and interfaces
• Security configurations

The system can also automate processes on the fly if they aren't predefined, ensuring flexibility for users.

Types of AI Agents Offered:

1. Design Agents: Collaborate with human experts to author workflows and customer engagement strategies.
2. Conversation Agents: Engage with customers and employees across multiple channels (chat, web, email, voice, social media). These agents leverage the Pega Agent Experience API to create conversational agents from any workflow.
3. Automation Agents: Perform tasks like voice interpretation, document analysis, and data extraction. These can be embedded into workflows as specific steps.
4. Knowledge Agents: Provide insights from structured and unstructured data sources, including document repositories and remote databases. Pega integrates its Pega Knowledge Buddy to embed industry best practices into workflows.
5. Coach Agents: Offer real-time guidance to humans involved in workflow steps.

Governance and Enterprise Readiness

All Pega Predictable AI Agents are governed by advanced case management and access controls, ensuring compliance and security.

"Enterprises have been hungry for a way to integrate AI that is predictable and transparent," said Kerim Akgonul, Chief Product Officer of Pega. "Pega Predictable AI Agents help ensure businesses can leverage agentic AI without sacrificing governance, transparency, or security."

Alan Trefler, Founder and CEO of Pega, emphasized the need for consistency in AI deployments: "Too many agent solutions are naïve and irresponsible AI black box science projects. Pega is bringing much-needed consistency and trust to AI agent deployments."