Pegasystems unveils new AI-enhancing Pega Agent Experience

Pegasystems has introduced the Pega Agent Experience, a new set of API capabilities designed to enhance the functionality of AI agents through its existing workflow automation and orchestration solutions.

Pega Agent Experience is intended to transform Pega workflows into dynamic orchestration engines that guide AI agents in performing tasks efficiently. These agents can also collaborate to execute additional steps, improving customer service and employee productivity while providing comprehensive automation.

The company claims that Pega Agent Experience will address current challenges faced by organisations, including difficulties harnessing AI agents in workflows. However, a recent study indicated that only 32% of companies fully expect to implement AI agents within the next three years. This demonstrates businesses' struggles in managing AI systems effectively without risking their reputation or exposing themselves to regulatory mishaps.

Pega Agent Experience aims to create meaningful conversational experiences, countering the perception that AI agents are merely enhanced chatbots. Integrating with Pega's workflow system provides a robust mechanism for orchestrating task completion at both the front and back ends, employing specialised AI agents as needed for specific tasks.

The key differentiator of Pega's platform is its use of a Center-out agent architecture, which centrally manages workflows, library actions, and decision-making processes. This setup ensures that AI agents focus on achieving outcomes rather than being tied to individual user channels, making interactions more reliable and auditable.

This new solution enables the swift transformation of workflows into agentic experiences, eliminating the need to devise new execution plans for each request. It guides AI agents through established best-practice workflows, allowing them to act as conversational assistants that gather information and respond to inquiries.

Agents can be orchestrated to handle intricate processes that traditionally require human oversight, such as underwriting insurance or settling payment disputes. Moreover, the system allows for exploring these agentic experiences across different communication channels, supported by Pega GenAI Blueprint's design capabilities.

Pega incorporates extensive governance and compliance measures to ensure secure and auditable operations, particularly in tightly regulated sectors. This helps maintain control and visibility over the AI agents and third-party integrations, safeguarding the process from unpredictability and associated risks.

Kerim Akgonul, Chief Product Officer at Pega, said, "Agentic AI might seem magical, but large enterprises can't solely depend on magic to deliver predictable, dependable, and auditable outcomes. Pega Agent Experience enables enterprises to tap into the ideal workflow to maximise and govern their AI agent performance. With our differentiated approach to agentic orchestration, we're helping organisations move beyond their 'trough of agentic disillusionment' and return to becoming true autonomous enterprises."