Pega Infinity 26 eliminates AI token tax with predictable costs

Pegasystems Inc. announced at PegaWorld that clients can now design, build, and run agentic workflows across Pega Infinity 26 without paying per token. The Pega Predictable AI architecture shifts heavy AI reasoning to design time, ensuring runtime agents are fast, reliable, and cheaper to run. This approach addresses escalating token costs and unreliable outcomes, offering a flat price per completed case regardless of AI usage behind the scenes.

Market Context and Challenges

Token bills are shocking enterprise leaders as LLM providers convert flat-rate subscriptions to expensive token-metered pricing. Complex requests require more reasoning steps, increasing costs and the likelihood of inconsistent answers. Gartner reports that over 40% of agentic AI projects may be canceled by 2027 due to rising costs and unclear business value. Pega's outcomes-based model charges per completed task, aligning costs directly with business value.

Architectural Difference

Pega applies AI reasoning at design time using Pega Blueprint AI and Pega Infinity Studio to reimagine processes. Once deployed, the system shifts to a lightweight semantic mode for runtime. Agents use a lightweight AI query to understand user intent and follow pre-approved workflows step-by-step. This eliminates the need to re-reason each new workflow, ensuring consistency and efficiency.

Key Benefits

The new architecture delivers two critical advantages:

Predictable outcomes: Agents follow pre-approved workflows consistently, which is critical for regulated industries.
Predictable costs: AI reasoning occurs once at design time, not repeatedly at runtime, making it more efficient and affordable.

To quantify savings, Pega introduced an AI Token Cost Calculator. This interactive tool estimates potential savings by comparing Pega AI with token-metered alternatives, with some clients realizing savings of more than 20x.

New Pre-Built Agents

Pega introduced pre-built agents to automate workflows further:

Agent Type	Functionality
Agentic Assignment Agent	Engages employees or customers via email, chat, or telephony for data or approvals.
Document Agent	Analyzes complex documents by splitting, categorizing, bounding, scoring, and triaging them.

Availability and Industry Support

Pega Infinity 26 will be available in Q3. Industry leaders emphasized the importance of these developments. Alan Trefler, founder and CEO of Pega, stated that charging by meaningful work accomplished rather than token usage provides organizations freedom to use AI agents. Liz Miller of Constellation Research noted that solutions consuming tokens with high efficiency will provide a competitive advantage.

Pegasystems Inc. has launched Pega Customer Engagement Studio, a new agentic user experience designed to transform marketing operations by accelerating the creation of personalized campaigns. Announced at PegaWorld, the solution integrates with Pega Customer Decision Hub (CDH) to help marketing teams move from a brief to live 1:1 actions in minutes. The launch addresses the need for speed and scale in marketing while maintaining strict governance and control over AI-driven processes.

The new workspace brings together Pega and third-party agents into a single, governed environment. It unifies functions across marketing strategy, creative execution, data science, performance, and compliance. By orchestrating these agents, the platform allows teams to generate content, identify performance gaps, and refine strategies in real time. Built-in human oversight ensures that every output is validated before any next best action reaches a customer.

Market Context and Strategy

The introduction of Customer Engagement Studio responds to the growing reliance on agentic AI in marketing. While Gartner predicts that 60% of brands will use agentic AI to support 1:1 interactions by 2028, the firm also estimates that over 40% of agentic AI projects will be canceled due to rising costs, unclear outcomes, or inadequate risk controls. Pega's solution aims to mitigate these risks by providing a centralized platform for strategic and safe orchestration of AI agents.

Customer Decision Hub serves as the centralized AI-driven decisioning engine, analyzing customer signals to determine the next best action. Customer Engagement Studio acts as the fuel for this engine, multiplying the volume of creative treatments and offers available. This architecture is designed to prevent the disjointed experiences and increased risks that can arise from operating AI agents in silos.

Key Benefits and Availability

The solution offers several operational benefits aimed at enterprise marketing teams:

Feature	Description
Scale and relevance	Rapidly multiplies the volume of creative treatments and offers.
Continuous improvement	Answers performance questions in real time and surfaces gaps.
Speed to market	Turns briefs into new actions and launches campaigns faster than manual processes.
Governance	Ensures responsible execution with audited workflows via Pega's Predictable AI architecture.
Partner-ready	Connects to third-party agents and deploys on AWS and Google Cloud.

Pega Customer Engagement Studio will be available later this year as part of Pega Infinity 26. It will come standard with Customer Decision Hub on Pega Cloud. The solutions are currently on display at the PegaWorld user conference in Las Vegas.