Agentic workflow demonstration from PegaWorld 2025

Um, I decided I needed to get a loan to do a little bit of home equity renovation, and I, uh, I like Pega. Everybody at Pega Bank with this bank u+, which you may have noticed is our default demo bank here at Pega. And so I opened up my U+ app and there was that conversational agent, right connected to all of you Plus's knowledge and workflows. And so I asked that agent about I would like to get a loan to redo, renovate my drum studio. And that agent went out through predictable AI to the process fabric. And it looked at all the apps that U+ has. It looked at the customer service app, it looked at the financial investigations app, it looked at the business lending app, it looked at the home lending app and consumer lending. And it found the right workflow for me. It Semantically matched my request to the right workflow, which was this home equity workflow.

And notice that we use the creativity of the semantic language to stick a little bit of brand in there, right? It gave me a little joke. It was a little bit a little bit humorous, but when it actually came to doing the work of my loan, we actually restricted the creativity by pointing it to the workflow that it's going to follow. And I slowed this down to show you, but all of it happened in milliseconds. Now, armed with the right workflow, the conversational agent can go to work. So it can now start collecting the information that I need to get things done right. It's going to start asking me for the key information like my name, my birth date, the last four digits of my Social Security number so it can confirm who it's talking to. It's going to ask me for some information about the loan I want to take. Like how much am I looking to borrow in order to do this?

it's going to ask me to upload some documentation to help prove the collateral, like an appraisal document for my house. Now, like most of you. Right. I carry the appraisal document for my house around on my mobile phone at all times. So I uploaded it, uh, for the agent, and then the agent dispatched that, uh, to another agent to process it, to actually analyze the appraisal doc, figure out one. Was this a valid appraisal? Was it for the address that I'm trying to get an equity loan for? Does it fit in range of the value that I'm looking to ask. And it was able to do that.

Got the appraisal document processed and kicked off. Now the rest of the workflow to go get me my loan. But our conversational agent is also armed with knowledge. It's connected to knowledge buddy, a knowledge agent. You can check this out in the Innovation Hub. And that knowledge allowed it to remind me that I should look about permits. Probably good, since I'm about to disturb all my neighbors. So I asked it. What do I need to know about permits?

And now the conversational agent went to the knowledge buddy. Our knowledge agent, and it got me an answer about permitting and noise laws in my area. It didn't just go make it up, it went to a collection of documents that U+ had provided and said, this is where you will answer the question. And when it answered the question, it actually came back not just with an answer, but a citation. It pointed me to the doc it got the information from so I could trust and validate that it was the right information. Right? So in that conversation, I was working with a conversational agent to interact with. It went to the Agentic process fabric. It found the right workflow.

It got guided through it, dispatched the document off to an automation agent to go process the document. It connected to a knowledge agent knowledge buddy to get the information that it wanted. So now let's switch hats. Let's become the loan processor working in the operations side of of U+ bank. So our loan processor is logged into her beautiful constellation portal, and there has been some chatter in the U+ rumor mill that there are a lot of musicians asking for loans these days. And our loan processor wants to validate that. And there's no report. But rather than having to ask it to create one, she just asks the free text question what's the loan volume in the past 90 days to musicians, and we dispatch some AI to go write that report for her. So we literally just build a report on the fly based on her text and explain sort of.

Yes, the rumors are right. There have been a lot of loans going to musicians. I get a lot of people were inspired by the drum bots, inspired by sugar Ray and In Vogue and DMC, and they now want to form bands. They want to be pop-rock, so they're doing their the renovations necessary? We could take this data and now use that as an input into some of the stuff Rob was talking about. With the next best action and customer decision hub to maybe start making some better offers and more tailored offers to these musicians. But for now, we're just going to move on with our loan processor. So she's going to go back to her home screen and a new request, new case for her to work is going to pop up. And it's my loan.

Great. So she's going to open that up. And the first thing she's going to do is she's going to get a coach. This is an agent that's designed to guide and help humans. So that coach goes and it analyzes the case. It analyzes the information about my loan. It also can automatically go do research. It can do Google searches or internet searches or look at sort of MLS data, which is data about homes that are being sold in the area. And the agent's noticed something that it wants to point out to the loan processor, which is, you know, there's there's actually been a surge in value in homes that have home studios.

So maybe that appraisal that Don was getting was wrong because, you know, if he's going to put a home studio in, the value of this house is going to skyrocket. Everybody's going to want to be in the house that has a soundproof drum studio. Go figure. Um, and it's recommending that we dispatch a new appraiser, but we find an appraiser that's a musician that really understands the coolness that Don is about to put into his house now. U+ does not have any existing workflows to dispatch drummer appraisers. Not a situation you had planned for. Right. But that's okay, because our loan processor has a new capability we put into infinity 25 called an AI ad hoc workflow. So what she can do is she can describe the work that she needs to get done into the system.

Right? Um, she needs to dispatch an appraiser, preferably a drummer to get that done. And then from that description, we're going to call out to those same design agents that power peg a blueprint, but we're now going to do it at runtime. So we're going to literally design a new case type and the workflow that goes with it at runtime for our loan processor to run. But notice the agents aren't going to go off and just do this. They're waiting. They're waiting for the loan processor to validate. Yes, those are the right steps. We could even have this go to the loan processors manager to validate that these are the right steps.

She can actually edit, change it, add steps, remove steps. But once she agrees that that actually is the right new workflow, we've now created that workflow in real time using our design agents. She can dispatch it. And now Pega will kick it off. Go dispatch the loan processor. The new appraiser. Go get all that handled so my loan gets taken care of. And the cool thing is, we can now take that workflow. And if we want to establish it as a new canonical way that anytime we get a request for drummer appraisers, we'll just follow this process.

So we use that whole design agent power, but we used it at runtime to build a new workflow just in time for the work that we needed. Right. So what did we see? This is that kind of world of agents that Alan was talking about. We saw a design agent that both built this whole U+ home equity loan system. That was blueprint. But also we saw one run at one time to build me a new workflow to dispatch an appraiser. We had a conversational agent that I interacted with to get my request. We dispatched an automation agent to process my document.

We interacted with a knowledge agent to tell me all about permits. We had a coach agent helping guide the loan processor to trigger the fact that maybe a a new appraisal was necessary. We used AI to write reports. This is a multi-agent world and armed by the agentic process fabric and the core orchestration, the boat capabilities in Pega, we can orchestrate them so that they all follow the same rhythm. They all hit the same beats and I, the customer, am quickly and efficiently delivered the loan I need to build my cool new studio and all of this stuff is real. You can see it in blueprint, you can see it in the Innovation Hub. You'll see it in infinity 25. And it takes the form of what what I like to think of as like integrated disruption, massive transformation. But that pragmatically works with the things we need to do today, the problems we need to solve today, the compliance and rules we still need to follow today.