US-based enterprise software firm Pegasystems has announced Pega Customer Engagement Studio at its PegaWorld conference in Las Vegas, an agentic AI workspace designed to unify AI and human agents within a single governed environment and compress personalised campaign delivery from weeks to minutes, according to CMSWire.

The product sits atop Pega Customer Decision Hub, the company's AI decisioning engine for personalised customer experiences, and unifies Pega and third-party agents within one orchestrated workspace. Customer Engagement Studio is scheduled to ship later in 2026 with Pega Infinity 26 and will come standard with Customer Decision Hub on Pega Cloud.

The launch addresses a recognised gap between the volume of personalised treatments enterprise marketers need to produce and what manual production workflows can realistically deliver at scale. Pega cited Gartner research projecting that 60% of brands will use agentic AI for one-to-one customer interactions by 2028, while more than 40% of agentic AI projects are expected to be cancelled due to rising costs, unclear outcomes or inadequate risk controls.

Built-in compliance and governance controls are central to the product's design, enabling marketers to move at speed while operating within enterprise risk and regulatory frameworks. The governed workspace model is intended to address the risk control gap that Pega identifies as a primary barrier to enterprise agentic AI adoption.

By combining AI-driven decisioning, orchestration and governance within a single interface, the platform aims to give marketing teams the ability to take a campaign from brief to live personalised actions in minutes rather than the multi-week timelines associated with traditional production processes.

The announcement positions Pegasystems directly within the growing market for enterprise marketing orchestration, as organisations seek to scale personalised customer engagement without sacrificing oversight or compliance standards.

For the complete details of the Pega Customer Engagement Studio announcement, read the full article.