Certinia Unveils System of Action to Power Enterprise AI Agents

Certinia Inc., which provides professional services automation and financial management software, unveiled its "System of Action" today as a strategic initiative to accelerate the deployment of autonomous AI agents throughout enterprises. The announcement came alongside what the company characterized as its most substantial expansion of the Veda AI suite, intended to reshape how teams managing professional services, financial operations and customer success execute their work.

According to Certinia's 2026 Global Service Dynamics report, enterprises face a significant challenge: while 98% of services and IT organizations have already integrated AI into their workflows, only 20% report that these initiatives have delivered results exceeding their original goals. The research identifies operational alignment as a critical success factor—among the satisfied 20%, more than 70% have achieved "fully integrated operations" connecting their sales, delivery, financial and customer success functions.

Certinia developed the System of Action to bridge this gap by establishing cross-functional connectivity essential for AI effectiveness. Raju Malhotra, the company's Chief Product and Technology Officer, explained in a blog post that the System of Action transcends conventional automation approaches that execute predetermined sequences. Instead, it grasps organizational context, exercises informed decision-making and adapts based on results, enabling fully autonomous operation.

Three-Tier Architecture

Malhotra outlined a tightly integrated three-tier design. The foundation consists of "foundational context," which consolidates structured information from the organization's customer relationship management, financial and project management systems with unstructured materials generated during daily operations—including call recordings, meeting summaries and messaging conversations.

The second tier, "compounding intelligence," merges Certinia's 17 years of accumulated services industry knowledge with deterministic reasoning. Malhotra highlighted a crucial distinction: while large language models operate probabilistically and excel at tasks like email composition where human review catches errors, critical business functions such as financial closings and revenue recognition demand absolute accuracy, achievable only through deterministic rule-based systems.

The third tier, "agentic action," enables AI agents to operate directly within business processes and workflows.

Expanded Agent and Skill Library

The System of Action serves as the foundation for an expanded collection of Veda AI agents. Certinia introduced 14 additional agents, expanding the total portfolio to 24, each designed to handle essential functions including request for proposal generation, scope-of-work documentation, project oversight and customer account health assessment.

The company also significantly grew its Veda Intelligent Actions (VIAs)—discrete AI capabilities that enhance agent functionality—from 64 to 135. These skills enable agents to perform specialized tasks such as extracting resume information into competency profiles, evaluating customer account status, assembling business review materials from current data, producing revenue schedules and recognizing revenue recognition requirements.

Flexible Deployment Options

Malhotra indicated that the System of Action and expanded Veda AI embody the company's commitment to "AI Your Way," permitting organizations to select their preferred deployment model. Customers may operate Veda agents directly on the Certinia platform, integrate them with Salesforce Agentforce, or invoke VIAs through external applications including Claude and Microsoft Copilot via the Model Context Protocol.

Early Results and Future Plans

Early platform users are already experiencing measurable improvements, according to Malhotra. The new automated proposal drafting capability has compressed creation timelines from an average of eight hours to just one hour. Project managers have recovered nearly half a week of productive time monthly. Diabsolut Inc., a Salesforce consulting partner, documented a 70% decrease in documentation workload, while Siemens SE operates thousands of AI projects through the new platform.

Malhotra characterized today's announcement as the beginning of a comprehensive roadmap for agentic AI capabilities. Certinia has committed to achieving 100% agentic capability coverage throughout its platform by year-end, with intentions to grow its ecosystem to encompass more than 40 agents and 300 VIAs.