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

Certinia Inc., a professional services automation and financial management software company, has launched a new System of Action as part of its strategy to promote the use of autonomous artificial intelligence agents in businesses. This new system builds upon the company's existing Veda AI suite and aims to revolutionize the way professional services, financial, and customer success teams function.

According to a 2026 Global Service Dynamics report, 98% of service and IT organizations have already incorporated AI into their workflows, yet only 20% consider these projects to have exceeded expectations. The primary reason for this gap is the need for operational alignment. Certinia's System of Action addresses this by providing cross-functional connectivity among sales, delivery, financial, and customer success teams.

Raju Malhotra, Certinia's Chief Product and Technology Officer, explains that the system goes beyond traditional automation, which follows set steps, and is capable of understanding enterprise context, applying judgment, and learning from outcomes to act autonomously. The System of Action features a three-tier architecture: the first tier unifies structured data from CRM, financial, and project-related platforms, while the second tier combines Certinia's expertise in services with deterministic reasoning.

The final tier enables AI agents to integrate directly with business workflows. The System of Action includes 14 new Veda AI agents, bringing the total to 24, designed to automate critical tasks like proposal drafting, scope-of-work creation, and project management. Additionally, the company has expanded its library of Veda Intelligent Actions (VIAs) from 64 to 135, enhancing agent capabilities.

Early adopters have already seen significant improvements, such as a reduction in proposal creation time from eight hours to one, and a 70% decrease in documentation time for Diabsolut Inc. Malhotra announced that Certinia plans to achieve 100% agentic capability coverage across its platform by year-end and expand its ecosystem to over 40 agents and 300 VIAs.