Pega vs Turbotic (2026)

The AI Agent rule builds agents that execute workflows and integrate with third party agents over MCP and A2A, and a Connect MCP rule points an agent or workflow at an external MCP server so its tools are used during case processing.

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Automation AI connects to any service with an API. When a request needs an outside system, the AI asks for the key, explains where to find it and stores it as an environment variable, and the finished workflow then reads and writes in that system, adding a lead to Airtable or a CRM, sending an email or calling OpenAI.

HubSpot, Airtable, Google Sheets, Outlook and other email platforms, Jira, ServiceNow and UiPath are among the services it works with, and each integration is code Automation AI writes for that service's API rather than a maintained connector. Automation Orchestration reaches across UiPath, Blue Prism and Automation Anywhere robots and agents built on any framework, and when a failure is critical it opens the incident in ServiceNow, Jira or a similar service management tool without waiting for a person. The Turbotic AI Assistant connects to more than 200 business systems for the data it works on.

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The orchestration layer is Pega Agentic Process Fabric: it analyzes the context of each task and connects it with the best-suited agent automatically, drawing on the full network of registered agents, and coordinates agents, applications, systems and data to get work done. Infinity 26, generally available since 14 July 2026, lets developers connect and orchestrate Pega and third-party AI agents inside governed workflows, and agents are placed as steps within multi-step case lifecycles.

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From one request, Automation AI writes a multistep workflow with its trigger, conditions, delays and actions, such as waiting 24 hours after a new lead before sending an email, and runs it on Turbotic's own service. Users can change the logic by chat or edit nodes and code by hand, with version history kept. Automation Orchestration coordinates robots, AI agents and workflows across vendors from one control plane, including hybrid automations that pass work between AI and RPA. How Orchestration decides which robot or agent takes a job is not spelled out.

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An agent placed as a step in a case workflow runs when the case reaches that step, without anyone asking. At each workflow step Pega can invoke agents to automate manual work, the Agent Step hands judgment-based work such as verifying customer documents to an agent, and GenAI rules added as steps in a case lifecycle are invoked during case processing. The conversational side runs through self-service chat, email and voice.

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Published automations run on a schedule, such as a news digest every morning at 7:00, when something happens in a connected app, such as a new lead arriving in HubSpot, or when another system calls them through a webhook or an API trigger. For IT operations, workflows start from monitoring alerts and system events. Scheduling comes with Basic and the plans above it, and a chat prompt starts work on demand. Automation Orchestration watches running robots and agents for failures and anomalies as they occur.

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Pega Knowledge Buddy grounds answers in the customer's own content. It ingests existing knowledge bases, connects to existing content storage or builds libraries in Pega Knowledge Management, and analyzes each new piece of content as it is added so the library stays current without retraining. Answers reach employee-facing Pega applications and collaboration channels, and through REST APIs and prebuilt widgets, with transparent attribution to the source content, and access rights control who can see what.

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The Turbotic AI Assistant works on data a team uploads from any enterprise system, SaaS application or data source, and keeps conversations and material in shared workspaces, where it turns them into process documentation. Automation AI keeps files beside each automation in its dashboard and reads whatever a workflow fetches on each run. Neither keeps an index of company knowledge that an automation searches as it works, so grounding comes from what a team uploads or a workflow fetches at run time.

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Within a session, conversation state carries as Pega's agents converse with customers and employees in self-service and assisted channels, and every agent working a case is given the full context of that case. The case is the business record itself. No separate memory that agents carry beyond the case is described, and nothing covers reviewing, editing, deleting or scoping memories by user, team or workspace.

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Each automation keeps its own version history, files and environment variables in the Turbotic dashboard, and the AI Assistant keeps work in shared workspaces. What an automation remembers between runs has no public description, and the product documentation needs a sign in.

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The agentic assignment agent reaches an employee or customer when additional data or approvals are needed to complete a request, and pulls them in by email, chat or telephony without manual outreach, so a person is brought in when a decision needs one.

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Automation AI includes team collaboration and approval flows for automations, and the user reviews each generated step on a visual canvas before publishing.

Turbotic's governance work sets human in the loop and escalation points, approval points, intervention rights and stop conditions for each process, and the platform enforces them where the automations run, with agents acting only within approved policies, permissions and operating modes.

Turbotic's agent platform promises approval gates on the way from test to production and an AI supervisor that flags drift or unsafe actions and escalates them to a person. A buyer cannot yet see how an approver finds and clears a waiting step.

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The Pega Trust Center publishes Pega's attestations with the documents behind them, including a Pega Cloud SOC 2 Type 2 report and SOC 1, a corporate ISO 27001 certificate, ISO 27017 and 27018, a Pega Cloud ISO 42001 certificate for AI management, a HITRUST certification letter, a PCI DSS attestation of compliance, a FedRAMP authorization package and a DoD IL4 provisional authorization for Pega Cloud for Government, IRAP, C5 and Cyber Essentials Plus.

Pega Cloud for Government holds FedRAMP High Authority to Operate, announced by Pega on 19 March 2025. The customer-facing controls are client-based access control rules that define where and how customer data is stored and accessed, and access-rights controls over who can reach knowledge content.

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Turbotic holds ISO 27001 certification for how it builds, hosts and runs its platform, and a SOC 2 Type II report on security, availability and confidentiality controls tested over time. In the Turbotic AI Assistant, a customer's administrators add, remove and suspend users, access, share and remove what users submit, and see logs of how people use the service.

Credentials for the services an automation connects to stay in environment variables, out of the workflow itself, and Turbotic's governance service sets data handling and access rules for each agent and automation. The agent platform promises role based access and policies that block unsafe actions before they run, but a buyer cannot check whether Automation AI signs people in through the company's own identity provider or which roles separate building an automation from running it.

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Agent Tracer records every agent interaction, step, request and response, so what an agent did can be inspected step by step, and Pega's orchestration audits agent interactions across the process lifecycle. The GenAI layer is observable in its own right, with usage tracking of request and token volume and audit trails for compliance, and Agentic Process Fabric shows every agent in one gateway.

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Every Automation AI run writes a log of each step, the dashboard keeps a logs section beside each workflow, and each automation reports hours saved, money earned and the value it created. Automation Orchestration tracks performance, failures, cost and behavior across robots and agents, ranks anomalies by impact, groups the past week's errors by category and shows license use against potential savings, and its view of language model work covers prompt analysis, compliance oversight, usage and cost. Every recommendation, approval and action stays on record for audit.

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Infinity 26 is available through Pega Cloud or in the client's own managed cloud. Pega Cloud for Government runs on AWS GovCloud for United States public sector workloads, and the Pega EU Service Boundary gives organizations in Europe control over where their data lives, who can access it and how it is managed.

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Automation AI runs as a Turbotic cloud service, and the Enterprise plan adds an option to deploy it on premises in the customer's own environment. Turbotic AB is in Stockholm, personal data is processed at its operating offices and wherever the other parties to the processing sit, and Turbotic AI is sold only in the geographies Turbotic supports. Where the cloud service is hosted, and whether a customer can choose, is not public.

Sourceturbotic.com/platformread 2026-10-13

The document agent, a pre-built agent delivered with Infinity 26, analyzes complex documents, splitting, categorizing, scoring and triaging them for further processing, with a chat feature for asking questions about PDFs and images. Pega Customer Engagement Studio is an agent-powered workspace that takes marketers from brief to live personalized campaigns, and Pega's packaged applications, among them Customer Service, Customer Decision Hub and Sales Automation, arrive with ready-made workflows the buyer adopts and extends.

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Automation AI starts every automation from a description of the job, with no forms and no templates by design. In the Turbotic AI Assistant a team saves its own templates and uses a built in meeting agent for summaries, action items and sentiment, and Turbotic's agent platform promises a shared library of tools, prompts and patterns for new agents to build on. All of it is material a team assembles itself, so a new customer starts from its own words rather than from a library of ready made automations.

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Pega describes its GenAI layer as provider agnostic at the model layer, across Azure OpenAI, AWS Bedrock and Google Vertex, and names selecting the right LLM provider, weighing cost, performance and compliance, as a design decision the customer's lead system architect makes. In AI Designer the builder runs GenAI rules with different model settings and compares outputs across models before choosing.

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Automation AI writes, tests and repairs workflows with Turbotic's own AI agents, whose underlying provider a customer neither sees nor picks. The automations it builds can call OpenAI or any other AI service a user adds a key for, so the model inside a finished workflow is the customer's choice, and Turbotic's agent platform promises agents built on OpenAI, Anthropic, Google or open source models. Turbotic does not use what customers submit to Turbotic AI to train generative models.

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Since Infinity 26, customers invoke Pega agents and workflows from AI assistants including Claude Cowork, ChatGPT and Office 365 Copilot over MCP at run time, and at design time they connect coding tools such as Claude Code, GitHub Copilot and OpenAI Codex to Pega Blueprint, Pega Infinity Studio and Pega Platform over MCP to build applications.

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Turbotic AI, the assistant, issues API keys, allows programmatic access to its output only through its API and holds callers to rate limits, with the API reference behind a customer sign in. Inside Automation AI, each workflow opens to manual node editing and a code editor that explains what the code does. A developer outside the product has no public reference, SDK or MCP server to build against.

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Changes are tested before they reach production. Pega uses AI to generate scenario tests for a customer's workflows, including the agent steps inside them, and the tests run directly in Pega or export to third-party testing tools. For the AI components themselves, GenAI rules are prompt-tuned and unit tested in the AI Designer playground to confirm responses meet business expectations before deployment.

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Before publishing, a user runs a live test and reads the log of each step, and Automation AI writes, tests and fixes its own code while it builds, with version history to step back to. Testing is a run and a read of the log, with no saved test cases to rerun after a change.

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Pega ships its own robotic automation that operates real application interfaces. In Pega Robot Studio, developers interrogate Windows and web applications by dragging a target over the specific control an automation needs, such as the user name field, password field and login button of an application's sign-in screen, and build the automation on the captured controls.

Match rules decide whether a captured control is still available to an automation, those rules may change when an application or web page updates, and the interrogation form flags any control it can no longer match. Pega Robot Manager runs these robots attended on a user's desktop or unattended, and Robotics Autopilot builds an automation from a plain-English task description.

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Turbotic sells browser automation alongside API work, for jobs that cross systems, APIs and browser tasks, but how a browser run is driven, by which engine and whether an agent operates the browser on its own, is left to a sales conversation. Automation AI itself is API first and writes custom code for each service, and Automation Orchestration watches the RPA robots that click through screens without steering them.

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