Certinia Launches System of Action, Expands Veda AI to 24 Agents

The professional services automation and financial management vendor is positioning the System of Action as the cross-functional connectivity layer that AI agents require. Citing the 2026 edition of its Global Service Dynamics report, Certinia said 98% of services and information technology organizations have already deployed AI in their workflows to some degree, but only 20% say those projects have exceeded expectations. Among that satisfied group, more than 70% report what the company calls fully integrated operations spanning their sales, delivery, financial and customer success teams.

In a blog post, Certinia Chief Product and Technology Officer Raju Malhotra described the architecture as three tightly integrated tiers. The first, foundational context, unifies structured data from customer relationship management, financial and project platforms with unstructured material generated in daily work, such as call transcripts, meeting notes and chat threads. The second, a compounding intelligence layer, combines Certinia's 17 years of services domain expertise with deterministic reasoning. Malhotra's stated rationale is that large language models are probabilistic and perform well on simpler tasks such as drafting emails, where a human checks the output, while processes such as financial closings and revenue recognition require 100% accuracy every time, which he says only deterministic rules can supply. The third tier, agentic action, connects AI agents directly to business workflows.

The System of Action is designed to power new Veda AI agents. Certinia introduced 14, bringing the suite total to 24, built to automate tasks including request-for-proposal responses, scope-of-work drafts, project management and customer health monitoring. The company also expanded its library of Veda Intelligent Actions, or VIAs, from 64 to 135. These are capabilities that can be attached to agents, letting them parse resumes into skills profiles, summarize the health of customer accounts, build business review decks from live data, and generate and recognize revenue schedules.

Malhotra said the platform and the expanded Veda AI follow the company's "AI Your Way" approach. Customers can run the agents natively inside the Certinia platform, deploy them in Salesforce Agentforce, or invoke VIAs headlessly from third-party tools such as Claude and Microsoft Copilot through the Model Context Protocol.

Certinia pointed to early adopters as evidence the platform is working. Its automated proposal drafting VIA has cut creation times from an average of eight hours to one, Malhotra said, while project managers have recovered close to half a week of productivity per person each month. Diabsolut Inc., a Salesforce consulting firm, reported a 70% reduction in time spent on documentation, and Siemens SE has thousands of AI projects running through the platform, according to Certinia.

The launch is the first step in a broader roadmap. Certinia has committed to delivering 100% agentic capability coverage across its entire platform by the end of the year and plans to grow its ecosystem to more than 40 agents and 300 VIAs.