Certinia launches new System of Action as the foundation of autonomous service operations

Certinia has rolled out a new “System of Action” it says is meant to help enterprises move from scattered AI experiments to autonomous service operations. The launch came with the biggest expansion yet of its Veda AI suite, and the pitch is simple: if teams are still working in silos, AI agents won’t get very far.

The company points to its 2026 Global Service Dynamics report to make the case. According to Certinia, 98% of services and IT organizations have put AI into their workflows in some form, but only 20% say those efforts have beaten expectations. Among the happier 20%, more than 70% say they have fully integrated operations across sales, delivery, finance and customer success. Certinia is betting that this kind of cross-functional setup is the missing piece.

Chief Product and Technology Officer Raju Malhotra says the new system is more than legacy automation with a few extra prompts bolted on. He describes three layers: foundational context that pulls together data from CRM, finance and project systems along with unstructured material like call transcripts, meeting notes and chat threads; a compounding intelligence layer that blends Certinia’s 17 years of services expertise with deterministic reasoning; and agentic action, where AI agents plug directly into business workflows. The point, he says, is that some tasks can’t be left to probabilistic models alone, especially when financial closings and revenue recognition demand accuracy every time.

Certinia says the System of Action now supports 14 new Veda AI agents, bringing the total to 24. Those agents target work such as RFP responses, scope-of-work drafts, project management and customer health monitoring. The company also expanded its Veda Intelligent Actions, or VIAs, from 64 to 135, giving agents extra skills such as parsing resumes, summarizing account health, building business review decks from live data and generating revenue schedules.

The rollout also fits Certinia’s “AI Your Way” message. Customers can run Veda agents inside Certinia’s platform, use them in Salesforce Agentforce, or access VIAs through third-party tools like Claude and Microsoft Copilot via the Model Context Protocol. Certinia says early users are already seeing results, including one automated proposal drafting VIA cutting creation time from eight hours to one, project managers reclaiming almost half a week of productivity per person each month, a 70% drop in documentation time at Diabsolut, and thousands of AI projects running at Siemens. The company says this is just the start, with a goal of 100% agentic capability coverage by year-end and plans to grow the ecosystem to more than 40 agents and 300 VIAs.