Bulk processing
Bulk processing enables back-office agents, front-office agents and users on web self-service (WSS) to process multiple Cases simultaneously, which saves time and reduces errors compared to processing Cases individually. This feature is particularly useful in applications that handle large volumes of Cases, enhancing productivity and ensuring consistency across processes. The bulk processing feature provides a structured, efficient approach, reduces manual effort, and improves operational efficiency.
Pega Smart Dispute™ Agentic Automation uses bulk processing to transform how banks manage large volumes of payment disputes and claims. This functionality enables efficient processing of multiple disputes simultaneously while maintaining accuracy and aiding compliance with regulatory requirements within strict timeframes.
Bulk processing during Customer Interview
Consider a business scenario where a customer service representative (CSR) has chosen multiple transactions to dispute. Pega Smart Dispute Agentic Automation organizes the selected dispute Cases in a list. In the Customer interview view, CSRs can identify the cardholder's problem by completing a questionnaire and can then process the cases in bulk for selected transactions, to save time and resolve work faster.
In the Claim level's Customer Interview view, the system asks a question: Is the dispute reason the same for all the disputed transactions? with the default reply set to Yes. The available options are Yes and No.
- If Yes is selected, the following fields are displayed:
- Dispute Reason
- Dispute Sub-Reason
- Interview Questions based on dispute reason
- These fields and questions are shown in a single form, facilitating the process when the dispute reason is the same across all transactions. The system selects the transaction with the highest posted amount and displays its corresponding interview questions. The responses to these questions are copied to and applied across all other disputed transactions.
- If No is selected
- Interview questions for each disputed transaction are displayed separately.
- Transactions are presented in a stacked format, with transaction details at the top, followed by the relevant customer interview questions for each transaction.
Resolving disputes in bulk
Pega Smart Dispute Agentic Automation enables back-office agents to resolve disputes in bulk.
Consider a business scenario where a back-office agent wants to resolve multiple disputes within the same claim, all in one go. The procedure to do so is:
On the Initiate Visa Dispute Service Case, click Actions>Resolve disputes
In the Resolve dispute dialog box, in the Resolve dispute as list, select Customer liable.
Select the disputes that need to be resolved as Customer liable in the Transactions list.
In the Resolution notes text box, enter Customer is found liable.
Click Submit.
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