Pega Smart Dispute Agentic Automation introduction

Pega Smart Dispute Agentic Automation includes the following features:

Multi-channel intake: Pega Smart Dispute Agentic Automation enables customers to dispute transactions through call, email, chat, web portals, or any digital messaging channel. Whatever may be the channel the customer uses to dispute, the application processes the dispute through the same channel and creates a dispute Case with all the data required for the intake Stage.

Straight-through processing: With straight-through processing (STP), issuing banks can process claims and automatically submit chargebacks to the appropriate card network through front-office, web self-service, and back-office channels. This functionality helps card-issuing banks to increase efficiency, reduce costs, and improve the customer experience.

Integration with card scheme APIs: Pega Smart Dispute for Agentic Automation integrates with card scheme APIs to forward disputes from the bank for assessment, potential dispute resolution, and chargeback prevention in near-real time. This integration facilitates in effective, efficient resolution of disputes supporting the compliance with the regulatory requirements.

Dispute validations: Pega Smart Dispute Agentic Automation evaluates each dispute before it is submitted to the association. This ensures that the dispute filing complies with card association requirements. Issuers can also configure or extend these validations according to their bank policies. If a dispute does not comply with association requirements, the application routes the dispute for further review, and users have options to continue with the dispute or process the liability by write-off or by making the cardholder liable.

Compliance support for card association and government regulations: In terms of regulations, Pega Smart Dispute Agentic Automation includes eligibility Rules, Service-Level Agreements, and processing Rules for various government consumer regulations (for example, Reg Z, Reg E, Section 75, and Canada Regulation C-86). For card network operational Rules, the application provides compliance Rules on a subscription basis for various payment networks. Customers who subscribe to these Rules receive the "as is" Rules at the time of software delivery, as well as bi-annual updates based on the scheme's Rules and schedules.

Pega Smart Dispute Agentic Automation processes the disputes more efficiently and effectively using automations and agentic features:

• By tapping into Pega GenAI Blueprint™, the workflow design platform, users can extend Pega Smart Dispute Agentic Automation to support new payment types using natural language prompts. These prompts complement existing support for payment types such as Visa, Mastercard, American Express, and Zelle, all under one centralized dispute platform.
• Pega GenAI Coach™ gives employees an always-on mentor in Pega Smart Dispute Agentic Automation to help optimize their work and overcome roadblocks.
• Pega Knowledge Buddy™ gives employees quick and accurate answers to dispute processing questions using Retrieval-Augmented Generation-based generative AI.
• Additional agentic features help employees process disputes smarter and faster, including summaries of customer calls with Pega Voice AI™ or instant summaries of client claims and dispute histories with Pega GenAI™.