Pegasystems introduces Pega Agent Experience (Pega AgentX for short), as a dynamic agent orchestration engine that orchestrates and guides AI agents in a step-by-step manner.

 

According to Pega, organizations struggle to properly manage AI agents and ensure they do not behave unpredictably. Additionally, it is a challenge to keep AI agents performing well. Pega AgentX transforms any Pega workflow into a powerful automation engine that not only manages customer conversations on the front end, but also dispatches the right agents to efficiently handle administrative tasks on the back end. Pega AgentX guides agents step-by-step through processing orders, updating customer information, and submitting requests. 

The AI ​​agents – from our own stable or Pega – are managed from a central solution. This makes processes consistent, predictable and audit-proof, even in the most complex environments. Pega Agent Experience can also improve the performance of AI agents by automatically choosing the best workflow from available options.

According to Pega, tasks that normally require human intervention can be fully automated, even complex processes such as underwriting or handling payment disputes. Thanks to built-in governance, AgentX provides control and transparency. This prevents risks and makes it safe to use external agents in critical processes.

Anyone can try out the capabilities of Pega AgentX for themselves by logging in to Pega GenAI Blueprint (www.pega.com/blueprint). There, users can quickly and intuitively design a new workflow and see how Pega AgentX delivers agent-like conversations across voice and text channels. (Pegasystems)

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