Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured, transparent workflows that reduce risk while accelerating value, especially critical in high-stakes, regulated industries.
“Enterprises have been hungry for a way to integrate AI that is predictable and transparent,” said Kerim Akgonul, chief product officer, Pega. Pega Predictable AI Agents help ensure businesses can leverage agentic AI without sacrificing governance, transparency, or security. We’ve pulled back the curtain to deliver reasoning and workflow in a unified system that makes AI more predictable and manageable at scale.”
Today’s businesses are wary of deploying open-ended AI agents for sensitive processes like financial transactions or healthcare claims, where a single error can carry massive consequences. Many existing AI solutions provide little more than loosely configured prompts, allowing agents to “reason and plan” without sufficient oversight. In contrast, Pega Predictable AI Agents offer organisations the tools to maintain reliability and governance while still leveraging the power of automation and generative AI.
AI and human collaboration
The key innovation is Pega Blueprint, a design system that enables AI to co-author workflows and customer engagement strategies alongside human experts. Pega Blueprint not only generates the structure of workflows, user interfaces, and security protocols, but also dynamically creates the specialised agents needed to support that process, whether it’s at design time or during live execution.
The suite of Predictable AI Agents includes:
- Design Agents collaborate with users to generate robust workflows and applications using intelligent reasoning. They can be called upon even during live processes to automate tasks on the fly when no existing solution exists.
- Conversation Agents, created instantly via the Pega Agent Experience API, enable reliable multi-channel engagement — from chat and email to social media — by executing predefined workflows instead of relying on improvisational prompts.
- Automation Agents, which perform precise tasks like interpreting voice input, summarising interactions, or analysing documents. These agents are embedded as distinct workflow steps, ensuring transparent and dependable performance.
- Knowledge Agents, like Pega Knowledge Buddy, deliver insights by extracting information from various structured and unstructured data sources, helping workflows adhere to industry best practices.
- Coach Agents, such as Pega Coach, offer real-time guidance to employees completing tasks, ensuring best practices are followed consistently.
What sets Pega’s solution apart is the robust governance framework built around every agent. Powered by case management and access controls, businesses benefit from full visibility into every AI decision and action — a must for risk-sensitive environments.
By integrating intelligent agents within its leading workflow automation platform, Pega is allowing organisations to confidently embrace AI while retaining the structure and predictability their industries demand.