Certinia Targets 100% AI Agent Coverage Across Platform by Year-End

Certinia Expands AI Agent Capabilities with System of Action

Certinia has unveiled its System of Action architecture alongside a major expansion of its Veda AI suite, growing from 10 agents at launch to 24 agents today, with Veda Intelligent Actions (VIAs) increasing from 64 to 1351

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. The professional services automation company targets more than 40 agents and 300+ VIAs by year-end, aiming for 100% agentic coverage across every possible action within the Certinia platform2

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Raju Malhotra, Chief Product and Technology Officer at Certinia, emphasized the company's commitment: "We are focused on providing 100% agentic coverage by the end of this year to our customers. What that means is, anything that we allow through our workflow, through our Software-as-a-Service experience to human users, we want all of those core capabilities be covered and available agentically"1

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Why This Matters for Professional Services Organizations

The timing reflects an urgent industry need. According to Certinia's 2026 Global Service Dynamics report, 98% of services and IT organizations have deployed AI in their workflows, yet only 20% report projects exceeding expectations2

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. Among successful implementations, more than 70% achieved fully integrated operations spanning sales, delivery, financial and customer success teams, highlighting operational alignment as critical for AI success.

Certinia's approach enables hybrid workflows where organizations choose how to balance human and AI agent participation. Instead of deploying scarce solution designers to projects, firms can assign solution design agents to generate designs, fundamentally changing resource allocation. Malhotra noted this shift extends beyond traditional resource management: "It's no longer about resource management and staffing of humans, or labor management of human cost or time management. It is also about how we take into account the AI cost, the token cost, the credit cost"1

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Three-Tier Architecture Powers Autonomous Service Operations

The System of Action employs a three-tier architecture designed to move beyond legacy automation's predetermined steps. At its foundation sits "foundational context," which unifies structured data from CRM, financial and project platforms with unstructured data from call transcripts, email, Slack and Teams messaging2

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. Certinia recently strengthened this capability through its acquisition of Moonnox, enabling real-time ingestion of content from various unstructured sources1

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The second tier, "compounding intelligence," combines Certinia's 17 years of services domain expertise with deterministic reasoning. While large language models excel at probabilistic tasks like drafting emails, enterprise workflows like financial closings and revenue recognition demand 100% accuracy that only deterministic rules provide2

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. This layer draws context from years of project records, estimates, timecards and resourcing decisions.

The top tier delivers "agentic action" through Veda agent technology and VIAs. These agents run natively within Salesforce Agentforce or on Certinia's own platform, and can be invoked outside Certinia via headless architecture and Model Context Protocol in tools like Microsoft Teams, Slack or Claude1

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New Agents Target Critical Workflows Across Sales and Delivery

The 14 newly introduced agents focus on automating repetitive tasks across sales, project delivery and customer account management. Capabilities span creating proposals, responding to RFPs, project administration, client onboarding and resource allocation2

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. VIAs serve as reusable skills enabling agents to parse resumes into skills profiles, summarize customer health, build business review decks from live data, and generate revenue schedules.

An agent handling closed deal handoffs from sales to customer success can examine conversations leading to the deal and surface promises made in meetings or documents outside formal estimates and statements of work. An agentic meeting assistant analyzing project change discussions applies domain-specific context around project planning and costing, determining milestone impacts, conducting what-if analyses on project plans, and assessing P&L implications1

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Early Adoption Shows Significant Productivity Gains

Early adopters demonstrate measurable impact. Veda's automated proposal drafting VIA reduced creation times from eight hours on average to just one hour2

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. Project managers reclaimed almost half a week of productivity per person each month. Salesforce consulting firm Diabsolut reported a 70% reduction in time spent on documentation, while Siemens has thousands of AI projects running through the platform2

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What to Watch: Coverage Philosophy and Enterprise Integration

Certinia's "coverage is about choice, not replacement" philosophy positions organizations to determine their own balance. Some will keep humans in the loop for particular decisions while others let agents carry tasks end-to-end1

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. The company's commitment to platform-agnostic deployment through native Certinia, Salesforce Agentforce, or headless invocation via third-party tools reflects its "AI Your Way" approach2

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As autonomous AI agents in enterprise workflows become standard, organizations face new management challenges around tracking AI costs, token usage and credit consumption alongside traditional human resource metrics. The short-term implications center on proposal creation, customer health monitoring and project management automation, while longer-term transformation involves fundamentally rethinking how professional services organizations staff and price projects when agents become billable resources alongside human consultants.