Pegasystems is tackling AI uncertainties head-on with the release of Pega Infinity ’25.
The company claims that its latest solution is the “industry’s first” agentic enterprise transformation platform, which is designed to “deliver trustworthy, predictable AI agents at scale.”
The focus on trust is particularly interesting.
Despite the proliferation of AI-powered solutions in the customer experience and service space, many are still unconvinced by the tech.
Indeed, a Gartner survey of almost 6,000 customers from around the globe published last year revealed that 88 percent of respondents had “major concerns” about AI, while 64 percent stated that they would prefer companies not to use AI for customer service.
Undoubtedly, this is the sort of stigma that Pega is fighting against with Infinity ’25.
In discussing the release, Pega’s Chief Product Officer, Kerim Akgonul, detailed how his company was trying to differentiate itself from others in the space.
“Despite all the hype on generative AI, most approaches just create more complexity than clarity,” he explained.
With Pega Infinity, we’ve taken a different approach. Instead of introducing unpredictable agents into mission-critical environments, we’ve built the first platform that gets agents right, combining creative AI at design time with predictable execution at runtime.
But how exactly does the platform deliver on its promise of trustworthiness?
Trustworthy & Predictable AI
At the heart of Pega Infinity ‘25 is a commitment to “predictable AI.”
Rather than deploying free-wheeling AI models directly into customer interactions, Pega layers in governance and auditability at every stage. This ensures that when agents are automating workflows or resolving service issues, they do so with consistency, reliability, and transparency.
A key part of this is the Pega Predictable AI Agent. Whenever a workflow blueprint is converted into a live application, a governed agent is generated alongside it.
This agent can triage requests, guide customers through processes step by step, and crucially, every action is traceable, auditable, and subject to enterprise compliance rules.
This means organizations aren’t left with a ‘black box’ making opaque decisions. Instead, they can see how and why an AI agent arrived at a given outcome, which is essential in regulated industries or high-stakes service environments.
For customer service, this approach translates into more trustworthy self-service.
Pega’s semantic AI enables agents to understand a request, select the right workflow, and carry it through to resolution, with the guardrails of governance in place.
The same principle extends to email automation. AI-powered agents can draft and personalize responses at scale, but customers are reassured that humans remain in the loop, validating tone, accuracy, and intent.
This ‘human-plus-AI’ model balances efficiency with accountability.
Even in employee training, Pega has applied its trust lens. Generative AI is used to simulate realistic service scenarios for onboarding new representatives, but outcomes are monitored through conversational analytics and post-interaction surveys.
In doing so, Pega is able to accelerate ramp-up without compromising on quality or consistency.
Why It Matters for CX
For CX leaders, the differentiator is not simply more automation; it’s reliable automation.
The dual-phased design of Pega Infinity ‘25 — creative AI at design time, predictable AI at runtime — helps organizations avoid the pitfalls of unreliable AI agents.
That distinction could be pivotal as skepticism around AI in customer interactions persists.
By emphasizing governance, explainability, and human oversight, Pega is not just adding new features, it is attempting to redefine what ‘trustworthy AI’ looks like in practice.
In a crowded CX tech landscape, the question is no longer what AI can do, but whether businesses and customers can trust it to deliver. With Infinity ’25, Pega is betting that building AI on predictability, not hype, will be the foundation for customer experience transformation.
