Pega Smart Dispute Agentic Automation workflows

The Claim Case Type acts as the parent Case for managing disputes by offering a powerful feature for customers, front-office, and back-office operators to address multiple transaction disputes in a single claim. This robust workflow incorporates intent-led processes that guide users through comprehensive Case Management by covering transaction details, customer interviews, attachments, and information from cardholders, merchants, and acquirers. This process provides transparency in every dispute across various lines of business and geographies.

The Claim Case Type includes the following key features:

• Account and transaction selection: Standard search mechanisms to identify the customer's account and identification of transactions reported by the customer.
• Collect supplemental information: Standard questions to determine whether claims are fraud or non-fraud related.
• Early resolution of disputes: Accelerate the dispute resolution process to enhance customer satisfaction and operational efficiency.
• Customer interview: Conduct detailed interviews that cover consumer disputes, billing errors, and both bank or customer-identified fraud to provide comprehensive data collection.
• Fraud processing and investigation: The application categorizes dispute Cases as fraud based on supplemental information provided by the customer and automatically routes the dispute Cases to the fraud investigation Work Queue of the bank.
• Document management: The application provides a robust framework to configure documents required by the payment network and banks for valid dispute submissions.
• Automatic provisional credit: Streamline the dispute process by automatically issuing provisional credits, reducing manual intervention.
• Creation and resolution of Dispute Cases: Facilitate the creation of Dispute Cases and ensure their resolution through a structured and transparent process.

The Dispute Case Type encompasses the complete dispute resolution processes that banks undertake for any payment network. This solution offers robust Case Management capabilities, integration extension points for seamless connectivity with payment networks, and customizable business configurations.

The Dispute Case Type includes the following key features:

• Verifying early resolution options: Ensure timely resolution by verifying early resolution possibilities.
• Evaluation of applicable government regulations: Assess and comply with relevant government regulations to ensure legal adherence.
• Configuration for dispute validations: Customize validation processes to suit specific dispute scenarios.
• Configuration for document management: Manage and configure dispute-supporting evidence efficiently.
• Updates to customer interview: Keep customer interview processes up to date to capture accurate and relevant information.
• Fraud investigation: Conduct thorough investigations to identify and address fraudulent activities.
• Summaries: Pega GenAI Coach™ based Case summarizations and inquiries.
• Accounting: Integrate accounting processes to ensure accurate financial management and reporting.