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Pega — native AI

Tier C · Last reviewed 2026-05-13 · phase-2-research

Named AI products

Pega's AI surface is unusually mature for this cohort — almost every named product is GA rather than preview. Within the 12-month window:

  • Infinity '25 GA
    24 September 2025 — "first agentic enterprise transformation platform"1
  • 3 Forrester Wave Leader placements
    DPA Q3 2025, AI Decisioning Q2 2025, RTIM Q4 202520
  • 6 LLM provider families
    OpenAI, Azure OpenAI, Bedrock, Vertex/Gemini, Anthropic, on-prem12
  • ~$900M Pega Cloud ACV
    ~56% of total ACV; "almost all new pipeline" tied to Blueprint23
timeline
  title Pega AI release cadence (last 12 months)
  2025-02 : Customer Engagement Blueprint launch
  2025-06 : PegaWorld 2025 · Agentic Process Fabric announced · Blueprint agentic features · Forrester AI Decisioning Leader
  2025-08 : Forrester Wave DPA Q3 2025 Leader
  2025-09 : Pega Infinity '25 GA · Agentic Process Fabric ships
  2025-11 : Forrester Wave RTIM Q4 2025 Leader
  2026-04 : Q1 FY2026 earnings · Pega Cloud ACV nearing $900M

Within the 12-month window:

  • Pega Infinity '25 reached GA on 24 September 2025, positioned as "the industry's first agentic enterprise transformation platform."1
  • Pega GenAI Blueprint — the AI-powered application-design tool — has been significantly enhanced through 2025, with new agentic AI features announced at PegaWorld 2025 (June 2-3) including agents for legacy system analysis (video, code, documentation, process diagrams, integration files).2
  • Customer Engagement Blueprint — a separate, marketing/CX-focused GenAI tool — launched 25 February 2025; free to anyone with a Pega login.3
  • Pega Agentic Process Fabric — announced at PegaWorld 2025; framed as a "trusted orchestration layer" that registers AI agents, workflows, and data across Pega applications and third-party systems so external agents can call into Pega assets.4 As of the Infinity '25 GA on 24 September 2025, Agentic Process Fabric was described as "coming later next month" and shipped with Infinity '25 in Q3 2025.1
  • Pega Customer Decision Hub — the long-standing real-time decisioning engine — was significantly enhanced in Infinity '25 with a new email designer, action analysis tooling, concurrent change management, customizable KPIs, Google Cloud integrations, and adaptive gradient boosting models.5
  • Pega GenAI Knowledge Buddy — received a 24.2 update enabling configuration for Conversational AI (Voice AI and Messaging AI) inside Pega Customer Service.6

What the features actually do (GA vs preview)

Pega's AI surface as of Infinity '25 is essentially all-GA — no significant preview-only features in the current window.

  • "Predictable AI" for secure, auditable workflows; AI-powered legacy transformation through Blueprint; agentic workflows for conversational interfaces; and automated GenAI-powered testing — all GA in Infinity '25.7
  • GenAI Blueprint supports natural-language workflow generation, partner IP injection, and analysis of legacy assets to reverse-engineer existing apps before redesigning them. Vodafone publicly demonstrated building an app in under 40 hours using Blueprint at PegaWorld 2025.8
  • Customer Engagement Blueprint is a collaboration/visualization tool for marketing programs, intended to "jumpstart implementation" but not to produce a deployable application by itself.3
  • Customer Service in Infinity '25 introduced AI-powered self-service agents that "execute workflows in a consistent, predictable, and auditable manner," plus a customer-service simulator for agent training.9
  • Agentic Process Fabric as the registry/orchestration layer is GA in Infinity '25.10
  • GenAI Coach is positioned as customizable across any Pega application, built on the Pega GenAI architecture with auditability, security, and guardrails. It can draw on Pega Process AI statistical predictions and Knowledge Buddy synthesis to give in-context guidance to caseworkers.11

Model providers and partnerships

Pega's stance is BYO-LLM via its "Connect Generative AI" abstraction. The supported provider list spans OpenAI, Azure OpenAI, AWS Bedrock (including Amazon Titan), Google Vertex AI / Gemini, Anthropic Claude, and customer-hosted on-premises LLMs via custom HTTPS connectors.12

Two operational details:

  • Default Blueprint backing model — widely reported as Azure OpenAI. Pega has not published a definitive primary statement of the default provider.

    Source gap

    Attempted: Pega newsroom, PegaWorld 2025 keynote summaries, Pega Cloud docs. The Azure OpenAI default for Blueprint is repeatedly stated in practitioner write-ups but lacks an authoritative Pega-sourced confirmation within the freshness window.

  • Customer Decision Hub in Infinity '25 added "robust Google Cloud integrations" as part of the release, signaling deeper preferred-partner work with Google Cloud beyond LLM access.5

On the Q1 FY2026 earnings call, CEO Alan Trefler explicitly framed Anthropic's pricing changes as evidence that the "era of subsidized, unlimited token consumption is ending," using Pega's BYO-LLM posture to argue that runtime token spend is a customer liability.13

Data handling

Pega's official position is that client data is never used by Pega or by LLM providers to train models, and Pega does not log prompts/completions generated by client applications sent to Pega GenAI for operational purposes.14

All outbound Pega GenAI calls are proxied through encrypted, allow-listed endpoints with IP filtering and mutual TLS, and Pega provides data-masking controls for PII in prompts and completions.15

Pega Infinity 24+ embeds enterprise governance controls (AI governance, explainability, prompt sanitization, secure API management) aimed at GDPR, HIPAA, and PCI-DSS compliance posture.16

Important nuance: Because Pega is BYO-LLM, the contractual data-handling terms ultimately depend on which model provider a customer connects. Pega's Trust Center positions Pega itself as the orchestration layer, not the model host.17

Pricing

Pega's stated GenAI pricing strategy is case-based / outcome-tied rather than direct token pass-through to the customer. Pega leadership has used this to differentiate from token-billed competitors during the Q1 FY2026 earnings call.13

At PegaWorld 2025 Pega announced it had "simplified its SKUs and pricing to reduce complexity and cost barriers" — though Pega does not publish specific list prices.8

Pega exposes per-tenant token-consumption tracking, throttling rules, retry policies, and token limits in Pega Predictive Diagnostic Cloud (PDC) dashboards for cost control and SLA management — meaning operators can see token spend even if customers don't pay Pega in tokens.18

On the Q3 FY2025 earnings call, leadership framed Blueprint's economic argument as moving GenAI reasoning to design-time (one-time cost) rather than runtime (recurring per-interaction token cost) — positioning Pega as a hedge against rising frontier-model token prices.19

Independent assessments / known limitations

Three Forrester Wave Leader placements within the 12-month window:

  • Forrester Wave: Digital Process Automation Platforms, Q3 2025 — highest scores among 14 evaluated vendors in both current offering and strategy; top scores in 13 of 19 criteria including AI agent design, business rules and AI model decisioning, and process intelligence.20
  • Forrester Wave: AI Decisioning Platforms, Q2 2025 (10 June 2025) — highest score in Strategy; top possible scores on vision, innovation, roadmap, partner ecosystem, and several Current Offering criteria.21
  • Forrester Wave: Real-Time Interaction Management Software, Q4 2025 (17 November 2025) — top scores in 25 of 28 criteria. Forrester wrote that "Pegasystems is the top choice for enterprises ready to supercharge their customer-obsessed growth engines with NBA and NBX decisioning capabilities."22

Adoption (from earnings):

  • Q3 FY2025 (reported late October 2025): Blueprint was "responsible for every new implementation that we've done in the last 6 months," with 1,000+ Blueprints created weekly and total Pega Cloud ACV growing 27% year-over-year.19
  • Q1 FY2026: Pega Cloud revenue of $205M (up from $151M), Pega Cloud ACV nearing $900M (~56% of total ACV), and "almost all new pipeline growth" connected to Blueprint usage. Proximus was cited as redesigning an application in one day and going to production in four months.23

Limitations / cautious takes:

  • Output quality is gated by prompt quality. TheCube Research and others have flagged that Blueprint output quality is gated by input-prompt quality ("garbage in, garbage out"), and noted past gaps around version control when multiple business architects collaborate on the same blueprint — though Pega has addressed several of these.8
  • Measured analyst posture. Constellation Research's coverage of Agentic Process Fabric framed it in positive but measured terms — Pega "riding AI momentum" rather than executing a singular breakthrough — useful as a directional analyst posture.10

Standout

Strength

Triple Forrester Wave Leader sweep within 12 months — Digital Process Automation Platforms Q3 2025 (top scores in 13 of 19 criteria),20 AI Decisioning Platforms Q2 2025 (highest Strategy score),21 and Real-Time Interaction Management Q4 2025 (top scores in 25 of 28 criteria).22 No other vendor in this cohort matches that analyst breadth in-window.

Limitation

Output quality remains prompt-quality gated. Independent analysts (TheCube Research, Futurum) flag that Blueprint output is "garbage in, garbage out" with respect to input prompts, and Constellation Research's coverage frames Pega's AI position as "riding AI momentum" rather than executing a singular breakthrough.8 10

  1. Pegasystems, "Pega Launches Industry's First Agentic Enterprise Transformation Platform," Pega Press Release / BusinessWire, 2025-09-24. https://www.pega.com/about/news/press-releases/pega-launches-industrys-first-agentic-enterprise-transformation-platform Accessed 2026-05-13. ↩↩↩

  2. Business Wire, "New Pega Infinity Agentic AI Features Elevate Enterprise App Development from Concept to Completion," 2025-06-02. https://www.businesswire.com/news/home/20250602253846/en/New-Pega-Infinity-Agentic-AI-Features-Elevate-Enterprise-App-Development-from-Concept-to-Completion Accessed 2026-05-13. ↩

  3. Pegasystems, "Pega Launches Customer Engagement Blueprint to Optimize AI-Powered Personalization," Pega Newsroom, 2025-02-25. https://www.pega.com/about/news/press-releases/pega-launches-customer-engagement-blueprint-optimize-ai-powered Accessed 2026-05-13. ↩↩

  4. Pegasystems, "Pega Agentic Process Fabric Reliably Orchestrates End-to-End AI Automation," Pega Newsroom, 2025-06-02. https://www.pega.com/about/news/press-releases/pega-agentic-process-fabric-reliably-orchestrates-end-end-ai-automation Accessed 2026-05-13. ↩

  5. Pegasystems, "Pega Infinity '25 Update: What's New in Customer Decision Hub," Pega Community video library, 2025. https://community.pega.com/video-library/pega-infinity-25-update-whats-new-customer-decision-hub Accessed 2026-05-13. ↩↩

  6. Pegasystems, "Knowledge Buddy configuration for Conversational AI in Pega Customer Service 24.2," Pega Support Center, 2025. https://support.pega.com/support-doc/knowledge-buddy-configuration-conversational-ai-pega-customer-service-242 Accessed 2026-05-13. ↩

  7. Pegasystems, "Pega Infinity '25 Update: What's New in Pega Platform," Pega Community, 2025. https://community.pega.com/video-library/pega-infinity-25-update-whats-new-pega-platform Accessed 2026-05-13. ↩

  8. Futurum Group, "Pegasystems AI Announcements at PegaWorld 2025," 2025-06. https://futurumgroup.com/insights/pegasystems-ai-announcements-at-pegaworld-2025/ Accessed 2026-05-13. ↩↩↩↩

  9. Pegasystems, "Pega Infinity '25 Update: What's New in Customer Service," Pega Community, 2025. https://community.pega.com/video-library/pega-infinity-25-update-whats-new-customer-service Accessed 2026-05-13. ↩

  10. Constellation Research, "Pegasystems launches Pega Agentic Process Fabric, rides AI momentum," 2025-06. https://www.constellationr.com/insights/news/pegasystems-launches-pega-agentic-process-fabric-rides-ai-momentum Accessed 2026-05-13. ↩↩↩

  11. Pegasystems, "Pega GenAI Coach: the AI-powered assistant for workflows," Pega product page, 2025 (refreshed). https://www.pega.com/technology/generative-ai/coach Accessed 2026-05-13. ↩

  12. Pegasystems, "Pega AI use cases," Pega Cloud docs (current 2025 revision). https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pega-genai.html Accessed 2026-05-13. ↩↩

  13. The Motley Fool, "Pegasystems (PEGA) Q1 2026 Earnings Transcript," 2026-04-22. https://www.fool.com/earnings/call-transcripts/2026/04/22/pegasystems-pega-q1-2026-earnings-transcript/ Accessed 2026-05-13. ↩↩

  14. Pegasystems, "Pega GenAI data security and privacy," Pega Cloud docs, 2025 revision. https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/genai-data-security-pega-cloud.html Accessed 2026-05-13. ↩

  15. Pegasystems, "Pega GenAI FAQ," Pega Support Center, current 2025 revision. https://support.pega.com/pega-genai-faq Accessed 2026-05-13. ↩

  16. Pegasystems, "Overview of Pega AI," docs.pega.com, 2025 revision. https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pega-ai-disambiguation.html Accessed 2026-05-13. ↩

  17. Pegasystems, "All you need to know about Pega Trust Center," 2025 revision. https://www.pega.com/trust Accessed 2026-05-13. ↩

  18. Pegasystems, "Pega GenAI in Pega Cloud," docs.pega.com, 2025 revision. https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/learning-about/genai-in-pega-cloud.html Accessed 2026-05-13. ↩

  19. The Motley Fool, "Pegasystems (PEGA) Q3 2025 Earnings Transcript," 2026-04-21. https://www.fool.com/earnings/call-transcripts/2026/04/21/pegasystems-pega-q3-2025-earnings-transcript/ Accessed 2026-05-13. ↩↩

  20. Pegasystems via BusinessWire, "Pega Named a Leader in Digital Process Automation Platforms by Independent Research Firm," 2025-08-19. https://www.businesswire.com/news/home/20250819398285/en/Pega-Named-a-Leader-in-Digital-Process-Automation-Platforms-by-Independent-Research-Firm Accessed 2026-05-13. ↩↩↩

  21. Pegasystems, "Pega Named a Leader in AI Decisioning Platforms by Independent Research Firm," 2025-06-10. https://www.pega.com/about/news/press-releases/pega-named-leader-ai-decisioning-platforms-independent-research-firm Accessed 2026-05-13. ↩↩

  22. Pegasystems via BusinessWire, "Pega Named a Leader in Real-Time Interaction Management Software by Independent Research Firm," 2025-11-17. https://secure.businesswire.com/news/home/20251117606312/en/Pega-Named-a-Leader-in-Real-Time-Interaction-Management-Software-by-Independent-Research-Firm Accessed 2026-05-13. ↩↩

  23. Benzinga, "Transcript: Pegasystems Q1 2026 Earnings Conference Call," 2026-04. https://www.benzinga.com/insights/news/26/04/51990316/transcript-pegasystems-q1-2026-earnings-conference-call Accessed 2026-05-13. ↩↩