Pegasystems has unveiled Pega Infinity ’25, positioning it as the industry’s first agentic enterprise transformation platform designed to deliver trustworthy, predictable AI agents for customer experience (CX) at scale. The launch directly addresses widespread skepticism around AI adoption in customer service. A recent Gartner survey found that 88% of consumers expressed major concerns about AI, with 64% preferring companies not use it for service interactions.

To overcome this trust gap, Pega emphasizes predictable AI. Unlike free-wheeling generative AI models, Infinity ’25 integrates governance, transparency, and auditability into every stage of deployment. Its Predictable AI Agent ensures each workflow blueprint generates a governed agent capable of triaging requests, guiding processes, and maintaining compliance. Every decision is traceable, eliminating “black box” uncertainty.

For CX leaders, this means reliable automation in customer support, email personalization, and employee training, always with human oversight. Pega’s model combines creative AI at design time with predictable AI at runtime, striking a balance between innovation and accountability.

By embedding governance into automation, Pega is redefining what trustworthy AI in CX looks like, aiming to transform enterprise adoption with reliability rather than hype.