Pegasystems unveils fabric to unify enterprise AI automation

Pegasystems has introduced Pega Agentic Process Fabric, a service aimed at orchestrating artificial intelligence (AI) agents and systems across an open agentic network to help enterprises automate end-to-end customer journeys.

This service extends the company's Process Fabric architecture, providing a system for agents, applications, data, and workflows to cooperate across both Pega solutions and third-party IT systems. It seeks to address concerns around deploying AI agents at scale, a challenge highlighted by a study indicating that only 32% of companies believe they will be able to leverage agents in the next three years.

Pegasystems states that many enterprises today deploy agents in isolated silos, resulting in a lack of centralised management and orchestration. As a result, concerns about rogue agents and unpredictable behaviour are prominent in highly regulated industries and beyond. The new Pega Agentic Process Fabric is designed to register AI agents, workflows, and data across systems, making them available for orchestrated automation through a unified fabric.

The new offering aims to provide improved agent reliability. It introduces a layered AI approach in which creative AI reasoning takes place during the design of workflows, while runtime execution by agents follows approved and structured workflows. According to Pegasystems, this method reduces risk and improves predictability compared to other approaches that rely on runtime AI-driven reasoning during mission-critical operations. The company says its Blueprint design agents play a key role in developing optimised workflows that can then be leveraged by AI agents across the enterprise.

Pega Agentic Process Fabric is promoted as a solution that builds more effective AI agents, enabling organisations to increase self-service capabilities and employee efficiency. The unified fabric connects any agent to a repository of assets spanning Pega and non-Pega solutions, removing the need for complex integrations or free-text prompt engineering, which are identified as obstacles to consistent implementation and operational predictability.

The service brings several notable capabilities, described by the company as facilitating "seamless agentic experiences," "enterprise-grade reliability," "open connectivity," and "complete control." The Fabric analyses its library of discoverable agents, workflows, and data to assign the appropriate resources for each task. Where existing automation does not exist, it can use Blueprint to design new workflows, under human governance. Interaction with agents is possible across various channels, such as chatbots, email, and voice systems.

To support secure operations, every agent includes enterprise security controls to prevent misuse and ensure only the right personnel can interact with them or manage agent-to-agent communications. Organisations can monitor agent actions step by step, maintaining an audit trail for reporting and compliance purposes as they refine their automation strategies.

Pegasystems describes its agentic AI strategy as combining workflow design and management capabilities. It begins with Pega Blueprint, which creates business process designs and customer engagement strategies. These can be converted into Predictable AI Agents that operate within the organisation's ecosystem. Once in place, agents within the Pega Agentic Process Fabric collaborate to interpret user intent and orchestrate activities to achieve defined business outcomes.

Pega Agentic Process Fabric will be part of the next release of the Pega Infinity suite, scheduled for availability in the third quarter of 2025. Elements such as Pega Blueprint are already accessible for clients seeking to generate workflows with Pega solutions.

"Other companies want you to build thousands of agents and then deploy their control towers to try to manage them all. We take a radically different approach. By weaving together existing workflows, data, and knowledge together in Pega Agentic Process Fabric, we build predictable agents that fundamentally change how employees work and customers engage without rearchitecting all your systems. With decades of workflow automation and AI experience, Pega was made for this moment. Combining the powerful AI agents with reliable enterprise-grade workflows will redefine how organizations approach their automation strategies," said Alan Trefler, founder and CEO, Pega.

"We see the incredible potential for deploying AI agents to improve efficiencies and deliver differentiated experiences for our customers and employees. But like many others in highly regulated industries, we need to be extremely diligent in how we approach it to ensure these agents don't develop a mind of their own and cause damage that's difficult to reverse. That's why we're intrigued about Pega's approach with Pega Agentic Process Fabric," Erica van de Ven, Global Head of Financial Economic Crime Tech at Rabobank, commented.

"AI agents hold immense promise—but without orchestration, they risk becoming isolated pockets of automation. Pega Agentic Process Fabric redefines what's possible by creating a unified directory of agents and workflows that spans the entire enterprise, across both Pega and non-Pega systems. At Credera, we see this as a pivotal step forward: empowering conversational agents to collaborate, trigger, and complete workflows seamlessly—wherever they reside. This isn't just integration; it's intelligent, enterprise-wide coordination that ensures AI delivers real business outcomes, not siloed efforts," Mahesh Agrawal, Chief Executive Officer, Global Pega Business at Credera, said.

"At Tata Consultancy Services, we are dedicated to driving business transformation through cutting-edge innovation. Our partnership with Pega is instrumental in helping clients unlock new levels of efficiency and intelligence. By harnessing the power of Pega Agentic Process Fabric, we will enable enterprises to move beyond traditional automation toward systems that can reason, adapt, and act autonomously. Pega's agentic AI, integrated with TCS AI-based solutions and accelerators, brings futuristic offerings to our customers. This collaboration marks a significant step forward in delivering dynamic, outcome-driven solutions that empower our clients to lead in a rapidly evolving digital economy," Gopinath Munusamy, Global Head, Enterprise Solution Unit, Digital Process Management at Tata Consultancy Services, said.

Pegasystems emphasises that Pega Process Fabric is evolving into Pega Agentic Process Fabric, combining existing capabilities with new features targeted towards agentic automation across open networks.