Certinia evolves Agentic AI Message with Veda Launch

Certinia has announced the launch of Veda, a new AI-powered intelligent operations engine designed to revolutionise professional services organisations by moving them from manual, reactive processes to autonomous, proactive workflows. Veda leverages Certinia’s experience and advanced AI reasoning, powered by Salesforce Agentforce, to deliver trusted, rules-driven workflows that deliver measurable ROI. It is embedded within Certinia’s PS, CS, and FM Cloud solutions, integrated across the Salesforce platform, and available in Slack.

Professional services firms face challenges adopting AI and achieving ROI due to generic tools and outdated systems. Especially as the industry moves toward tangible use cases and outcome-based pricing models. Veda addresses these issues with production-ready, domain-specific AI solutions built on Certinia’s expertise. Thus, automating operations and enabling human experts to focus on strategic tasks.

Unlike generic platforms, Veda uses specialist AI agents tailored to distinct functional domains, combining generative intelligence for insights. With agents that execute workflows and drive measurable results in complex service management.

Veda brings digital workers to life

Certinia has launched an initial tranche of ten Agents and 64 intelligent actions. The ten agents each fall within the purview of one of four personas that operate within professional services organisations. Each Agent carries out tasks specific to that persona. The personas are an Estimator, a Resource Manager, a Service Delivery and a Customer Success Manager.

DJ Paoni, CEO, Certinia, commented, “The services industry is at a turning point, and the gap between firms that operationalise AI and those still experimenting is widening fast.

“Veda is how Certinia’s customers close that gap, with purpose-built intelligence that understands the real complexity of service operations . And acts on it with a level of confidence and certainty that off-platform generalist AI solutions simply cannot replicate.”

In the analyst briefing, Paoni was even more punchy about the announcement, which he was clearly excited about. He said, “We’re not just following the AI trend. We’re actually defining how the modern services organisations will operate for the next decade.”

The agents are also delivering significant benefits to the 12 early adopter customers. With the digital agents enhancing core metrics across the platform, which can already deliver improvements.

For example, using a proactive agent can increase profit margins by 1% based on chance-to-estimation ratios; resource management efficiency increases by 10%; project managers save 20 hours a month; and customer success managers save 10 hours a month. Another example is an agent who generates a business review summary for a client, saving a CSM 1-2 hours per account early every month.

Agents work alongside humans, not only working autonomously but also carrying out tasks that have rarely been done before. Raju Malhotra, Chief Product Officer cited the example of a success plan that an agent automatically generates when a deal is closed. He noted, “We should be able to create a success plan for something we just sold. This doesn’t happen outside of Certinia. No other vendor actually has that native unified integration with the CRM like we do.”

Another agent can generate a project summary that includes risks, financials, staffing, and deliverables. And then review the risks and provide advice and actions to mitigate them. The Certinia work reallocation agent can converse with the human worker. It provides insights and condensing tasks that would take a human minutes to complete into seconds to solve resourcing issues. Users are not confined to the Certinia UI either; it can be accessed from Slack.

Veda integrates intelligence throughout the service journey, ensuring insights are accessible across departments. Users engage via natural language. And requests are directed to the right specialist Agent in tools like Certinia, Slack, or Microsoft Teams.

Its agent suite manages all aspects of service operations—estimation, resourcing, delivery, financials, customer success, health monitoring, and lifecycle orchestration. Therefore empowering firms to work efficiently, accurately, and confidently at scale.

Uriah Hakala, Senior Vice President of Professional Services at Diabsolut, commented, “Veda has changed how our teams operate across the entire services lifecycle. What used to require manual coordination across sales, delivery, finance, and customer success now happens with far less friction and far greater speed. The ability to have AI that understands our business context and acts on it, rather than simply reporting on it, is what makes Veda a meaningful step forward for us.”

Enterprise Times: What does this mean

In a single announcement, Certinia is changing the shape of the modern PSA, moving from automating processes to one where autonomous agents work alongside humans to deliver work faster. Certinia benefits from its technology, based on the Salesforce platform and its Agentic AI platform, Agentforce.

As one of the largest ISVs within the Salesforce ecosystem, it not only works closely with Salesforce on platform and application issues but also helps evolve the roadmap. It continues to develop its core capabilities for PS, FS, and CS clouds and is now layering a comprehensive Agentic platform on top.

With Veda available today, professional services organisations can take advantage of digital workers in a controlled, secure environment. They are built with accurate data from the platform and the context of millions of transactions that Certinia has processed.

Certinia also revealed that the Veda cost would be $30 per user per month. There are additional requirements, such as an appropriate Certinia core license and the required agentforce credits from Salesforce. In the future, pricing may change, but, like many other vendors, there is a lack of evidence on how much agentic AI actually costs and what the platform’s usage will be.

Certinia will also be holding a live webinar on Wednesday, April 22, at 10:45 AM EDT.

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