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.
[caption id="attachment_67583" align="alignnone" width="850"]
This screenshot that demonstrates how the new Pega Agent Experience transforms workflows built in Pega GenAI Blueprint into conversational agents that guide customers through a process.[/caption]
