Pega Smart Dispute Agentic Automation highlights

Pega Smart Dispute Agentic Automation is built on Pega Constellation. This ongoing evolution of the Pega Infinity™ architecture includes a new UI technology called Constellation.

• Pega Smart Dispute Agentic Automation is built on an architecture that helps to accelerate new deployments, provide robust flexibility, streamline the design of new payment types, and enable increased use of AI and automations.
• A new user interface platform that provides a responsive, accessible, and modern look and feel while streamlining the user experience for fast processing of customer disputes and fraud cases.
• Enhanced integrations with Pega's DX API features make it easy to extend chargeback request functionality to any channel, including self-service over mobile or web, as well as phone and chat agents.
• Pega Smart Dispute Agentic Automation is integrated with Pega Customer Service™, which enables customer service representatives to use Pega Customer Service features to seamlessly provide additional actions in disputes and fraud cases.

Pega Smart Dispute Agentic Automation utilizes the features of Pega CSFS (Customer Service for Financial Services), positioning itself at the forefront of innovation and functionality. To accomplish this, the Smart Dispute Agentic Automation application is built on the foundations of the Pega Common Data Model - Financial Services (CDM-FS) and Pega Customer Service for Financial Services (CSFS). This ensures the integration of the latest features from CSFS and Pega Platform, contributing to sustained innovation and enhanced functionality.

Smart Dispute Agentic Automation includes a rich set of features designed to enhance the overall customer experience, improve user productivity, and increase customer satisfaction.

The Smart Dispute Agentic Automation application offers the following key features:

• Voice AI: Smart Dispute Agentic Automation uses CSFS features and implements Pega Voice AI in a Smart Dispute Agentic Automation instance. Pega Voice AI is an artificial intelligence tool that enables real‑time, AI‑powered assistance during voice interactions, that improves dispute resolution efficiency and enhances the user experience for CSRs and their customers.
• Dialogs: A dialog is a text script that a customer service representative (CSR) reads to a customer at each step of an interaction to provide a consistent, personalized, and complete experience. Dialogs are part of the intelligent guidance that is built into Smart Dispute Agentic Automation application. By using the features of CSFS in Smart Dispute Agentic Automation and defining a dialog for each step, the CSR can establish a live interaction with the cardholder.
• Knowledge articles: Knowledge articles provide CSRs with the context to help resolve customer issues or address queries during claim creation. The articles are linked directly to the claim case and appear as suggested articles in the Knowledge management widget in the Interaction Portal.
• Knowledge Buddy: A comprehensive guide to integrating the Knowledge Buddy widget into the interaction portal for CSRs. Knowledge Buddy includes detailed steps for ingesting Knowledge Management (KM) articles, creating and configuring a KM Buddy, and enabling the KM Buddy tab within the KM panel. Additionally, it covers the creation of KM articles, categories, and help sites to ensure a robust and user-friendly knowledge management system. By delivering context‑aware, AI‑assisted knowledge directly within the workflow, Knowledge Buddy helps CSRs quickly find accurate information. This reduces manual searches, call handling time, promotes consistent responses, improves both CSR productivity and customer experience.