Certinia launches next-generation AI agents for services sector

The pace of change in service delivery has never been more relentless. Staff absences, shifting scopes, and inevitable project delays can cause major headaches for resource managers and customer success managers (CSMs), occupying hours that could otherwise be spent on strategic or high-value activities. Certinia’s latest Summer ’25 release offers a vision for transforming these disruptive moments into streamlined, value-adding opportunities, spearheaded by its debut AI agents, purpose-built for Professional Services (PS) Cloud users.

Few roles are as reactive as the resource manager where one unexpected absence can unleash a chain of manual corrections, from combing through billable assignments to finding suitably skilled replacements. Traditionally, this complex process is labour-intensive and fraught with risk for delays and customer dissatisfaction.

With the new Certinia Staffing Agent, all that changes. Now, a resource manager can simply open a conversation, prompt the Staffing Agent to surface every impacted assignment for the suddenly unavailable team member, and instantly review a shortlist of suitable alternatives. This intelligent engine evaluates skills, capacity and compatibility in real time, allowing the manager to make a decision and redeploy resources—all within minutes instead of hours.

Working natively in the PS Cloud, the agent acts as a digital assistant embedded within existing business workflows. The result: a step change in operational efficiency, enabling organisations to scale resource management without increasing headcount and consistently keep projects on track for their clients.

The ever-growing remit of CSMs—especially those tasked with pooled accounts—means juggling a vast portfolio of customers, each requiring personal attention. Previously, when a new case or support request arrived, a CSM could spend precious time piecing together account history and prepping outreach.

Now, with Certinia’s Customer Success Agent, that initial admin is condensed into a single prompt. The agent smartly strings together a sequence of actions: summarising the account, preparing a draft introductory email, and managing the necessary playbook tasks. When the job is done, the agent even wraps up the closing admin—handling final communications and storing a summary of completed work.

Not only does this automation save time, it ensures CSMs spend their energy where it matters—building relationships and delivering real client value—transforming speed-to-engagement and operational bandwidth for the modern CS team.

Certinia’s partnership as an inaugural member of Salesforce’s Agentforce Partner Network, and its role as a Model Context Protocol Partner, underlines its commitment to embedding powerful, agent-driven intelligence throughout the services value chain. The company is actively developing over 50 more AI-powered agents, with the goal of automating routine work and empowering knowledge workers across the sector.

This new breed of AI is deeply practical: it doesn’t just operate in isolation, but integrates smoothly with other systems, thanks to the robust, unified data foundation of the Salesforce platform. As the only PSA suite natively built on Salesforce, Certinia uniquely guarantees that trusted, single-source-of-truth customer data underpins every automated recommendation, prediction and action.

The Staffing Agent and Customer Success Agent are just the beginning. For services businesses seeking to deliver certainty, resilience and exceptional customer value in an unpredictable environment, the rise of autonomous agentic AI represents a major leap forward—and these tools, currently available to early adopters, offer a glimpse of that future.