Certinia rolls out System of Action for autonomous AI agents

Certinia's launch follows its own 2026 Global Service Dynamics report, which found that while 98% of services and IT organizations have deployed AI to some extent, just 20% say those projects exceeded expectations. The study points to operational alignment as a key factor: more than 70% of the satisfied adopters report having fully integrated operations across sales, delivery, financial and customer success teams. Certinia's System of Action aims to supply that cross-functional connectivity.

The architecture reflects a distinction Raju Malhotra drew between probabilistic large language models, which he says are suited to simpler tasks as long as a human checks the work, and deterministic reasoning, which he argues tasks like financial closings and revenue recognition demand for 100% accuracy. The platform builds on Certinia's 17 years of services domain expertise and spans three tiers from unified data to agentic action.

The outcome hinges on whether Certinia hits the targets Malhotra set out: 100% agentic capability coverage across its platform by the end of the year, and an ecosystem expanding to more than 40 agents and 300 VIAs. Early customer results, including Diabsolut's 70% reduction in documentation time and Siemens deploying thousands of AI projects, suggest some traction, but the broader roadmap remains a commitment rather than a finished product.