The head of AI-decisioning and workflow firm Pega outlined the importance of organisations getting their AI agents in order at this year’s PegaWorld 2025.
Speaking in an opening keynote at the company’s annual user conference at the MGM Grand in Las Vegas, CEO Alan Trefler acknowledged shifts towards AI agent use being incredibly exciting for marketers, but warned against the unstructured and unchecked use of AI agents.
“Join me here in creating this enormous shift in technology that is going to be mindblowing,” the company head said. “One of the reasons it’s mindblowing is the magical marketing introduction of agents.
“What would we want to call a group of agents? They look friendly at first, but they could become a scary, disorganised mess. Without the right controls, the word that comes to mind is ‘cacophony’.”
Trefler also shed light on the risks of utilising agents through prompt engineering. He continued: “There’s an enormously powerful set of ideas here that must be harnessed for the next generation of business, but we see these folks wanting to do it with prompt engineering leading to unpredictability.”
Pega’s Blueprint, a set of AI agents, launched at last year’s PegaWorld works as an antidote to this potential ‘cacophony’, Trefler said.
Predictable Agents & Outdated Legacy Systems
Trefler announced the launch of Pega Agentic Process Fabric, a service that lets users orchestrate AI agents across a single network. Pega outlined that a main element stopping businesses from fully leveraging AI agents is fears around agents going rogue, making firms hesitant to unleash them at scale.
Through tethering agents, to other agents and workflows, Pega says organisations can keep their agents in check. Unlike traditional agentic solutions that deploy AI reasoning during run time – when agents find and follow workflows – this solution separates AI reasoning during design time from AI execution during run time.
Alan Trefler, founder and CEO at Pega said: “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.
Legacy systems are also a challenge for businesses in integrating AI. Pega also announced agentic capabilities in Blueprint that lets users use legacy documentation to develop new applications and workflows with AI. The need for this is backed by Pega’s own research that two-in-three (68 percent) of 500 IT leaders say an overreliance on outdated legacy systems is blocking adoption of AI.
“This study highlights how easy it can be for enterprises to get dragged down by outdated systems that are unwieldy to use and resource-intensive to maintain – perpetuating an organisational culture of waste,” said Don Schuerman, CTO at Pega.
Pega also announced agentic AI updates to its lowcode software suite Pega Infinity, including an enhanced AI developer agent that acts as a mentor, a new design assistant, AI testing, and enhanced AI-powered employee and customer user experience.
Kerim Akgonul, CPO at Pega, outlined the importance of this for developers: “By embedding intelligent assistance throughout the development lifecycle, we’re not just making developers more productive, we’re transforming the application delivery process”
The new features of Pega Blueprint are available now, whilst the new additions to Pega Infinity and Pega Agentic Process Fabric are available later this year.
