At BPM Company, we work on innovation for our clients every day. One of the most exciting developments right now? Agentic AI. It’s the next step in enterprise transformation, and we’re right in the middle of it. Our Practice Lead BA & Lead Business Analyst, Floris de Groot, explains how we are embracing this innovation and what Pega’s plans are for Agentic AI.
What is Agentic AI in Pega?
While fully autonomous AI is still something for the future, Pega is already making significant strides. By combining knowledge, orchestration and governance, Pega is moving toward an AI-driven architecture that truly makes an impact. With the release of Pega Infinity ’25 and the introduction of Pega Agentic Process Fabric, AI becomes not only intelligent but also fully orchestratable. Think of it as an intelligent conductor directing multiple AI agents and bringing together workflows and data sources from external systems.
Pega Agentic Process Fabric
Pega Agentic Process Fabric enables organizations to build powerful AI agents that automate end-to-end customer journeys. In addition, generative AI capabilities are deeply integrated into the core of the platform, allowing complex processes to run faster, more consistently and more intelligently. In a time when AI dominates the headlines every day, Pega demonstrates how technology can truly deliver value.
Pega’s plans for Agentic AI
Pega has a clear vision for Agentic AI. Recently, Pega launched the industry’s first workflow powered agentic self-service, based on real workflows and enterprise intelligence, a true game-changer. Pega has also entered into a strategic partnership with AWS, integrating Amazon Bedrock and AWS Transform with Pega Blueprint and the Pega platform. This marks a major step toward scalable Agentic AI solutions (see the press release here: Pega Signs Five-Year Strategic Collaboration Agreement with AWS to Reimagine Legacy Transformation). As Pega itself states: “By deepening our collaboration with AWS, we’re taking another major step in empowering organizations to use generative AI to accelerate their legacy application transformation initiatives.” With Pega Blueprint and AWS, legacy migration becomes simpler, creating a solid foundation to fully leverage AI and Agentic AI.
An example of the implementation of Agentic AI
We are now seeing the first steps toward Agentic AI. Take, for example, a customer service environment. Incoming messages are currently analyzed using Natural Language Processing (NLP), after which an automated response is generated and a case is automatically created for further processing.
With Agentic AI, this changes fundamentally. Instead of separate automated steps, and end-to-end system emerges that can make decisions, take actions and optimize itself independently.
- Interpret and classify customer inquiries autonomously
- Retrieve relevant information from systems
- Formulate a personalized response
- Resolve the case without human intervention
And more importantly: learn from every interaction to improve future processes.
The future: a new playing field
Agentic AI heralds a fundamental transformation. Just as banks have evolved into IT organizations with a banking license, other sectors will also need to rethink their structure and operations in a world where AI takes center stage. Roles will shift, processes will be redesigned and skills will need to evolve. The organizations of tomorrow will no longer be hierarchical and slow, but adaptive, data-driven and supported by autonomous systems. Yet one element remains unchanged: a true transformation and lasting change begin and end with people.
How we at BPM Company stay ahead
Our strength? We stay close to the latest Pega developments and translate them into value for our clients at lighting speed. Within our practices, we exchange knowledge monthly and actively spot GenAI and Agentic AI use cases. For example, in Q3, the Business Architect practice pitches concrete ideas for implementation to clients. Thanks to our strong Pega community, we carry learnings from one project to the next, accelerating innovation. In addition, we continuously encourage each other to stay up to date, for instance through LinkedIn Learning and sharing interesting webinars.
Skills and technologies of the future
The rise of Agentic AI is making certain technologies and disciplines more important than ever. Think AI orchestration, generative AI, data engineering, cloud-native architectures and API-first integrations. Fields such as Business Process Management, AI ethics, change management, security & compliance and continuous learning are also growing strongly in relevance. At BPM Company, we have specialized in these areas for 15 years. Here, you have the opportunity to develop in these high-impact fields, alongside colleagues who are equally driven to stay at the forefront of innovation.
Ready to make an impact yourself?
At BPM Company, you don’t just work with the latest (Pega) technology, you also help shape the future of our clients. Together with driven colleagues, you’ll continuously learn, experiment with cutting-edge innovations and make a real difference.
Curious about working at BPM Company?
Take a look at our vacancies or ask Hans Steenwijk:
Meer informatie:
