Pegasystems has announced Pega Agent Experience, a new solution that guides AI Agents across the enterprise.
The vendor’s broader business process management capabilities set the stage for Agent Experience. With these, Pega helps brands design processes that stretch across the front and back office.
From there, Pega Agent Experience enables businesses to run AI agents across those workflows to automate more of the enterprise.
As such, Agent Experience enables a “first-of-its-kind” agentic orchestration capability, where businesses can plot out multi-step processes and automate them – partially or fully.
Indeed, businesses can automate various workflows – such as updating customer accounts, processing orders, filing applications, etc. – in customer experience and beyond.
Yet, Pega won’t only offer its own agents. Instead, if the task requires a specialist agent, Agent Experience can call on a third-party agent – from another platform – to complete the flow.
So, if a brand needs an agent to simplify a process – perhaps by extracting insight from an image, drafting a customer response, or something else – Agent Experience can pull these external agents into the fray.
Such capabilities differentiate Agent Experience from other orchestration engines that are new to the market.
Moreover, Pegasystems promises to track every agent’s action to ensure they perform predictably and consistently. This leads to “AI agents that enterprises can trust”, according to the vendor.
“Agentic AI might seem magical, but large enterprises can’t solely depend on magic to deliver predictable, dependable, and auditable outcomes,” commented Kerim Akgonul, Chief Product Officer at Pegasystems.
“Pega Agent Experience enables enterprises to tap into the ideal workflow to maximize and govern their AI agent performance,” he continued.
With our differentiated approach to agentic orchestration, we’re helping organizations move beyond their ‘trough of agentic disillusionment’ and get back on the path to becoming true autonomous enterprises.
Alongside AI agent orchestration and workflow automation, Pega Agent Experience will comprise a “revolutionary” new set of APIs to expand the scope of AI agents across enterprise systems.
Additionally, the solution offers instant previews of AI agent experiences. So, if a business creates a new agentic workflow – perhaps using the Pega GenAI Blueprint solution – it can “instantly” observe its performance before deployment.
Pegasystems also promises native governance and compliance controls that will ensure AI agents adhere to enterprise best practices and regulatory standards.
Customers may soon take Pega up on that promise, with Agent Experience becoming available this summer as Pega releases the next version of its Infinity suite.
Meanwhile, there’s much more to come from the enterprise tech juggernaut, as it promises to launch several more agentic capabilities in the lead-up to June’s PegaWorld event.
Pegasystems Is Ahead of the Game with Its Autonomous Enterprise Vision
Long before agentic AI burst onto the scene, Pegasystems touted the concept of the autonomous enterprise.
The autonomous enterprise doesn’t just mine employee and customer data but the processes the business follows to spot improvement and automation opportunities.
From there, it “self-heals” the workflows to improve customer, employee, and partner experiences.
AI agents support this vision, as they can run across the workflows, delivering feedback on their performance. As AI-driven reasoning improves, self-healing may become possible.
Yet, even before this, Agent Experience is able to evaluate a library of Pega workflows to proactively recommend new processes to automate. That’s a significant step in itself.
The difficulty many businesses may find in embracing the autonomous enterprise vision is departmental silos. As such, they often fail to consider the end-to-end process, where one workflow hands off to another.
Indeed, many organizations aren’t yet set up for this vision. However, by banging the orchestration drum and sharing customer success stories, Pegasystems can make this concept more palpable.
Check out the following article for more on Pega’s vision: PegaWorld iNspire 2023 Introduces Us to the Autonomous Enterprise
