Pega Introduces Pega Infinity ’25

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Pegasystems Inc. has announced the general availability of Pega Infinity ’25, the agentic enterprise transformation platform to deliver trustworthy, predictable AI agents at scale. New features empower organisations to reimagine legacy systems, automate work with reliable AI agents, and boost productivity.

Enterprise leaders modernising legacy systems with AI are finding that 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.

ALSO READ: Pega Launches Customer Engagement Blueprint

This comprehensive approach features Pega Agentic Process FabricT, announced at PegaWorld 2025, which seamlessly orchestrates AI agents and systems to work together regardless of where they originate or who created them. 

Organisations gain unified control over their agents through a single conversational interface that intelligently routes requests across the enterprise for better outcomes.

Breakthrough capabilities for enterprise transformation

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

• AI Agents for legacy analysis: 

Pega Blueprint 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 analyses 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.

ALSO READ: Pega Adds Generative AI to Infinity Platform

• 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.

ALSO READ: Pega Announces The Launch Of Infinity Version 8.7

AI enhancements to Pega’s suite of solutions

Pega Platform™:

• Pega Predictable AI 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 summarisation, document analysis, automated research, and data extraction.
  • Agent-created ad hoc workflows: Authorised runtime users can develop plans for specialised 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 authorised 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.

ALSO READ: Pega Adds Pega GenAI

• Enhanced modernisation 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 virtualise 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. 
  • Optimised 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. 

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Pega Customer Decision Hub 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 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, personalised automation that keeps humans in the loop. 

ALSO READ: Pega Launches Customer Engagement Blueprint

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 prioritises 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.

“Despite all the hype around generative AI, most approaches just create more complexity than clarity,” said Kerim Akgonul, Chief Product Officer, Pega. 

“With Pega Infinity, we’ve taken a different approach. Instead of introducing unpredictable agents into mission-critical environments, we’ve built the first platform that gets agents right, combining creative AI at design time with predictable execution at runtime.”

“This uniquely positions enterprises to transform at the speed of innovation, delivering real results without compromising reliability.”

ALSO READ: Pega Adds Generative AI to Infinity Platform