Operations leaders want one thing: Workflow that simply runs better.
Every back-office leader faces the same challenges:
- Too many manual tasks
- Disconnected systems
- Endless spreadsheets and documents
Meanwhile, expectations keep rising. Operations teams must cut costs, improve service, and meet strict regulatory standards. AI is supposed to help – but most AI platforms aren’t ready to support mission-critical work in a responsible, reliable way.
Back-office automation is no longer optional. It’s essential.
Why AI alone falls short
AI won’t fix broken processes.
In conversations with operations leaders across industries, one truth stands out: Despite the AI hype, operations remain manual and fragmented.
- Work is disconnected: Tasks hop between systems with little orchestration, creating delays and errors.
- Employees are overloaded: Workers juggle too many tools and steps – re-entering data, searching for answers, and guessing what to do next.
- Front and back office are misaligned: Customer-facing teams make commitments operations can’t see. Issues fall through the cracks and customers feel the impact.
- Executives lack visibility: Leaders can’t pinpoint slowdowns, rising costs, or missed SLAs because there’s no end-to-end view of work.
The result? Risk, inefficiency, and frustration.
The shift to agentic operations
A better model is emerging: Agentic operations, where automation and responsible AI work together to improve outcomes at scale.
If AI alone isn’t the answer, what should operations leaders look for in AI-powered platforms?
4 essentials for AI in operations
- AI that accelerates automation
AI should turn ideas, documents, and tribal knowledge into working, governable workflows in days – not months. - AI that follows rules
Enterprise operations demand reliability. AI must operate within defined standards, regulations, and business policies – with full auditability. - AI that connects front and back office
The right platform bridges systems, channels, and teams so work moves seamlessly from intake to resolution. - AI that drives continuous optimization
Real-time signals, predictive insights, and automated recommendations should help leaders reduce bottlenecks and improve SLAs every day.
How to start the journey
Traditional transformation takes years and often stalls. Agentic operations on a unified platform changes the dynamic.
The north star: A connected system of work that orchestrates all tasks across the operation with efficiency, connectivity, and scalability.
The playbook for leaders:
- Start small: Focus on high-value use cases first.
- Begin with the customer journey: Center automation on outcomes, not just data or UI.
- Start with work management: Track and orchestrate work to identify the best automation opportunities.
- Unify experiences: Give employees and customers one place to access everything they need, minimizing onboarding and training costs.
Analysts recognize this shift
Pega is named a leader in Gartner’s Magic Quadrant for Business Orchestration and Automation Technology (BOAT) – helping enterprises put this playbook into action.
Agentic operations is the way forward. Now is the time to make the shift.
Discover why Pega leads in BOAT. Learn more at pega.com/BOAT.