Certinia has launched what it calls a System of Action for services businesses and expanded its Veda AI suite with 14 new agents and a larger library of workflow actions.

The announcement focuses on software for professional services, customer success, and financial management teams. Certinia says it aims to cover the full services lifecycle with agent-based and human-led workflows by the end of the year.

The Austin-based company is trying to address a common problem in corporate AI rollouts: broad deployment without clear returns. It cited findings from its 2026 Global Service Dynamics Report, based on a survey of 1,000 services and IT leaders, showing that 98% had deployed AI in their organisation, but only 20% said it had exceeded expectations.

According to Certinia, that gap reflects the difficulty of applying AI across fragmented business processes. Better results come when sales, delivery, finance, and customer success operations are connected rather than managed as separate functions.

The expansion marks the biggest change yet to Veda AI, Certinia's suite of AI tools for services businesses. It adds 14 prebuilt agents and increases the number of Veda Intelligent Actions, or VIAs, from 64 to 135.

The agents are designed to support work across selling, planning, project delivery, account management, and finance. Examples include tools for responding to requests for proposals, drafting statements of work, summarising calls, planning implementations, and building internal knowledge from client engagements.

Veda Intelligent Actions are smaller workflow functions that can be reused in day-to-day tasks. The expanded set includes tools for parsing CVs into skills profiles, recommending staff allocations, summarising account health, generating business review decks from live data, and handling financial tasks such as posting, cancelling, and reversing general ledger transactions.

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