Pegasystems Inc. , The Enterprise Transformation Company^TM, announced the general availability of Pega Infinity ’25, the industry’s first agentic enterprise transformation platform to deliver trustworthy, predictable AI agents at scale. New features empower organizations to reimagine legacy systems, automate work with reliable AI agents, and boost productivity.

Enterprise leaders modernizing legacy systems with AI are finding most agentic AI solutions fall short, with new MIT research revealing that 95% of enterprise AI initiatives fail. Pega Infinity takes a fundamentally different approach, harnessing AI’s creative potential while promoting dependable execution for enterprise-grade reliability.

Pega Infinity builds on Pega’s unique architecture to provide the right type of AI at the right time – from harnessing reasoning AI during design time to spark creative ideas during workflow design, to semantic AI during run time to help ensure predictable, dependable agents governed by those workflows. This smarter, more strategic approach enables enterprises to unleash the power of agents without sacrificing reliability.

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This comprehensive approach features Pega Agentic Process Fabric^TM, announced at PegaWorld 2025, which seamlessly orchestrates AI agents and systems to work together regardless of where they originate or who created them. Organizations gain unified control over their agents through a single conversational interface that intelligently routes requests across the enterprise for meaningful outcomes.

Breakthrough capabilities for enterprise transformation

Pega Infinity ’25 includes updates to help organizations transform faster and more effectively, including:

• AI Agents for legacy analysis: Pega Blueprint^TM enhancements include agents that enable enterprises to extract insights from existing legacy system assets, including videos, documents, images, process diagrams, data and integration files, and source code analysis. Pega Blueprint analyzes those assets and surfaces insights, data, case types, personas, and integrations necessary to carry over core functionality and reimagine an improved, cloud-ready workflow app.
• Improved collaboration between business and IT: Business and IT teams can collaborate on workflow and application requirements within Pega Blueprint, including assignment fields, case and data references, alternate stages, field-level data models, and persona-based access controls. Users can now version their Blueprints, creating snapshots they can restore as needed.
• Design agents for creative workflow creation: Pega Blueprint design agents propose and refine workflows across domains, with expert oversight and auditability. They combine industry expertise, corporate knowledge, and human insight to rapidly deliver governed, high-impact processes.
• Runtime agents for execution: Runtime agents use semantic AI to understand requests and then find and execute the right workflow step by step. This helps ensure consistent, predictable, and auditable outcomes while maintaining compliance with enterprise governance requirements.

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AI enhancements to Pega’s core suite of solutions

Pega Platform™:

• Pega Predictable AI^TM capabilities for more reliable and effective AI agents:
  • Pega Predictable AI Agent: When exporting a Blueprint to create a new application, a governed AI agent is automatically generated that can triage customer and employee requests and guide them step-by-step.
  • Agent Steps: Incorporate agents into workflows as specific steps to increase automation and productivity. Agents can be configured to perform tasks like summarization, document analysis, automated research, and data extraction.
  • Agent-created ad hoc workflows: Authorized runtime users can develop plans for specialized ad hoc work by describing their work to a Pega Platform design agent to instantly create, validate, and execute a workflow. Every interaction is tracked, audited, and subject to authorized approvals.
  • Agent tracer: AI agents are traceable, auditable, and explainable for fast troubleshooting to quickly identify issues, validate agent actions, enforce compliance, and enhance customer experience with reliable automation.

• Enhanced modernization and process analysis capabilities:
  • Easier cloud data migration: Users can easily migrate data to the cloud with an auto-generated data model; a new records manager for managing system of record (SOR) data; out-of-the-box native connections for AWS Redshift and Google BigQuery; and virtualize data to support transactional processing and analysis.
  • Accelerated app delivery from Pega Blueprint designs: When developers import a Blueprint into Pega App Studio, new capabilities autogenerate components, including an application control agent, workflows, UX views, data models, records manager, reporting, and simulated data for instant testing.
  • Agents that intelligently guide developers: An always-on assistant helps developers better understand their application, troubleshoot, access recent information, and quickly get started with fast component development. Developers can leverage the assistant to turn Pega Blueprint concepts into fully operational, production-ready applications with speed and precision.
  • Optimized task and process mining: Pega Task Mining is now fully integrated with Pega Process Mining for a complete view of how enterprise work gets done—from desktop tasks to full-scale business processes. By combining user clicks and keystrokes with system-level insights, teams can analyze current work patterns to improve UX, uncover inefficiencies, and identify automation opportunities –fed directly into Pega Blueprint to accelerate transformation.

Pega Customer Decision Hub^TM offers a new email authoring tool featuring drag-and-drop editing, professional templates, and integrated image support via Message Stream. Concurrent change management in 1:1 Operations Manager provides seamless collaboration, while advanced action analysis delivers deeper insights into next-best-actions and program outcomes. Integration with Google Cloud Platform enables secure, accelerated data activation, supported by enterprise-grade authentication through Workload Identity Federation.

Pega Customer Service^TM delivers better support through AI-powered self-service agents that provide conversational experiences across channels using the same intelligent workflows as customer service reps (CSRs), while email agents enable contextual, personalized automation that keep humans in the loop. A gen AI-powered Customer Service Simulator accelerates CSR onboarding, while performance tracking with conversational analytics and post-interaction surveys offer continuous CSR improvement.

Pega Sales Automation™ empowers sellers with an AI-powered assistant that prioritizes actions, automates scheduling and communications, and delivers performance-boosting suggestions. New updates enhance collaboration through Microsoft Teams integration and enable one-click selling via a multi-experience chat widget that embeds forms and workflows directly into chat and chatbot interactions.