Explore how AI agents can automate tasks, support people, and deliver governed business outcomes
The conversation around AI has moved quickly. It feels like yesterday that organizations were first exploring generative AI for content creation, summarization, knowledge retrieval, and employee assistance. Now, the big conversations are around:
How do I move my agentic workflows beyond just a demo?
For organizations that already use Pega, this question becomes particularly interesting.
Your Pega estate already connects workflows, cases, business rules, data, decisions, and integrations.
Pega Infinity ’26 creates an opportunity to build on that foundation and introduce agents into the way work gets designed, automated, fulfilled, and orchestrated.
Agentic Means More Than Answering Questions
Traditional digital self-service often focuses on information: A customer asks a question. The system finds an answer. The customer then needs to complete the next step themselves.
Agentic capabilities can change that model.
A Conversation Agent could understand the customer’s request, retrieve the relevant information, and use a Pega workflow to fulfil the request.
That could involve:
- Updating an address
- Applying for a loan
- Raising a claim
- Checking the status of an ongoing request
The key difference is that the objective shifts from answering the question to completing the outcome.
It Automates More of the Work
Automation Agents can perform activities within workflows that previously required manual intervention.
These activities could include:
- Analysing information
- Extracting data
- Researching information
- Completing tasks
- Supporting decisions
This creates opportunities to rethink how much manual activity a process requires.
The value doesn’t come simply from introducing another automation tool. It comes from putting automation inside the process where the work already happens.
It Utilizes Trusted Knowledge
Organizations hold enormous amounts of knowledge across policies, procedures, documentation, and operational content.
Knowledge Agents can bring that information into workflows at the point where people or processes need it. That can help employees access relevant information while they work and help agents operate with the organizational context they need.
It Supports People Rather than Replacing them
Agentic doesn’t mean removing people from every process. Some decisions require judgement, context, or accountability.
Coach Agents can support employees by using real-time context to provide recommendations and guidance while they work.
The employee remains involved where their judgement matters. This creates a model of human and AI collaboration in which AI supports the work while humans make the critical decisions.
It Orchestrates Across the Enterprise
The agentic opportunity also extends beyond individual Pega agents.
Pega can orchestrate Pega agents, third-party agents, people, and enterprise systems within governed workflows.
This creates the possibility of coordinating different capabilities around an end-to-end outcome.
One process could involve:
A customer → a Conversation Agent → a Pega workflow → an Automation Agent → enterprise systems → a human employee
Rather than creating disconnected AI experiences, organizations can connect these participants through the workflows that already govern how the business operates.
Agentic is Not One Feature
It is important to understand that agentic isn’t one new capability or one isolated use case.
It can influence:
- How work gets designed
- How work gets automated
- How employees get supported
- How customers interact with organizations
- How knowledge reaches people and processes
- How different agents and systems work together
That makes agentic AI an opportunity to rethink how the wider Pega estate operates.
The Role of Governance
More autonomy also creates new questions:
- How much can an agent do?
- Where should a person remain involved?
- Which workflows can agents access?
- How should organizations monitor agent activity?
- How should agents operate within existing business rules and governance?
These questions form an important part of the journey.
Agentic adoption doesn’t require organizations to abandon the controls they already rely on. Instead, organizations can introduce agents within the governed workflows, processes, and rules that already provide structure around business operations.
What Could your Pega Estate do Next?
Every organization has a different starting point. You may already have the architecture, workflows, data, and automation needed to explore agentic opportunities.
The next step is understanding where those opportunities exist and which ones make sense to explore first.
The Agentic Readiness Check gives you a structured way to do that.
In a complimentary 45-minute session, labb explores how ready you are to adopt agentic capabilities within your Pega workflows
- Business
- Technology
- Operations
We then map your position across a set of clearly defined stages in the journey to agentic adoption.
Established → Evolved → Intelligent → Agentic
This allows us to identify where you could unlock the most value. We’ll then offer some concrete advice about the logical actions you can take to get value from adopting agentic capabilities.
Agentic isn’t about adding AI to your Pega estate. It’s about discovering what becomes possible when agents can work through it.
Learn More
To learn more about how agentic capabilities could work across Pega, book your complimentary Agentic Readiness Check or contact our team for a no-obligation chat.
