How Certinia’s System of Action smoothens service experiences
Certinia recently made headlines by announcing that it is aiming for 100% agent coverage within its professional services automation SaaS platform. Critical to this ambition is its System of Action enabling the platform to execute work autonomously.
Many workflows in professional services require hand offs between agents and the humans working with them in a variety of processes. This hand off process can introduce a few bumps in the road. So, I attended one of Certinia’s Dreamforce sessions last week to see how customers are experiencing its System of Action.
Keeping the record and the reasoning in tandem
Raju Malhotra, Certinia’s Chief Product and Technology Officer, has explained that for the System of Action, deterministic reasoning is layered on top of the LLM, creating a closed loop where every outcome refines future judgment instead of adding more uncertainty.
Agentic action is delivered through three modalities working together - Veda agents...
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