Pegasystems recently launched Pega Agent Experience (Pega AgentX), a new set of API tools that improve its workflow automation platform. It helps AI agents complete tasks and work together to automate more steps. According to the company, this improves customer service, boosts employee productivity, and ensures smooth automation without the risks of unreliable agent performance.
In an exclusive interview with AIM, Deepak Visweswaraiah, vice president of platform engineering and site managing director at Pegasystems, said that the company has essentially built a platform which will help customers create agents for any workflow.
“Customers will even be able to create an agent that can handle third-party workflows. It is built using digital APIs, which can either invoke agents within the larger workflow ecosystem or integrate with a third-party ecosystem,” Visweswaraiah said.
He explained this by giving the example of a banking agent who can onboard a customer by filling in a form with details. He added that the company builds the APIs in-house and provides all the necessary hooks into its systems.
However, regarding LLMs, he mentioned that the company uses open-source models that are available in the market. “We allow our customers to use multiple large language models, whether it’s OpenAI, Google, Amazon Bedrock, or Google Gemini.”
Visweswaraiah claimed that Pega is the only vendor in the industry that offers a truly unified platform. This platform includes customer relationship management (CRM) to manage customer interactions, digital process automation (DPA) to streamline workflows, robotics to automate repetitive tasks, and case management to handle complex business processes.
Pega GenAI Blueprint
The company recently launched Pega GenAI Blueprint, a new product that allows customers to quickly generate application blueprints using natural language. The platform uses AI to analyse existing IT assets and create blueprints within seconds, significantly reducing time and complexity.
“Blueprint allows you to create a blueprint that can be imported into a Pega Infinity platform,” said Visweswaraiah. Eventually, the platform converts it into an application that users can run.
When asked how the combination of Pega Infinity is different from Cursor, GitHub Copilot, and Windsurf, he explained that the company uses its forty years of experience in building apps.
He said that using the combination of GenAI Blueprint and Infinity 24.2, enterprises can simply state the business problem they are solving, and the tool will generate an application that users can access on mobile devices, laptops, browsers, or any other preferred medium. “Channel independence is something that differentiates us,” he said.
Visweswaraiah further explained that GenAI Blueprint is a no-code application-building platform. Infinity 24.2, on the other hand, has more generative AI tools such as Pega GenAI Coach and Pega GenAI Analyze. To date, 70,000 blueprints have been created.
Visweswaraiah added that the GenAI coach is similar to a copilot, helping developers plan their next steps. It guides them on what they can and cannot do, suggests best practices for implementation, and even provides recommendations from an AI agent.
Indian GCCs Leading the Way
Pegasystems launched its Indian centre in 2007. “It’s a very highly mature GCC,” said Visweswaraiah, adding that they are about to close in on 2,000 people. “That is more than one-third of the company. Almost 38% of the company is here in India.” Pegasystems has two main offices in India, located in Hyderabad and Bengaluru.
“More than 40% of our individual contributors (ICs), who are all engineers, have at least 12 years of experience, and that’s the reason why we can innovate quickly,” he added.
He said that around 50–60% of product engineering happens here, along with product management, global product support, consulting, cloud engineering, and the CIDER library, which runs a larger cloud on their infrastructure.
Visweswaraiah shared advice from his own experience for new GCCs coming to India. “If somebody is coming in just because they can do things cheaper, that’s probably not going to help.” He explained that the focus should be on leveraging talent and integrating the centre into the company’s global strategy rather than cost-cutting.
“It’s not about just going and building a centre in India and throwing something at it to make it work. It’s about being intentional and making it an integral part of the company.”
