Message Summarization
Financial institutions regularly receive payment inquiries that require the interpretation of technical financial messages, such as Society for Worldwide Interbank Financial Telecommunication (Swift) or ISO 20022 messages. Because of this complexity, front‑office staff typically rely on specialized back‑office teams to explain payment status or investigate exceptions, which increases handling time and introduces additional handoffs.
The Message Summarization feature helps address this challenge by using Pega GenAI™ to convert technical Swift messages into clear, natural‑language explanations that users can understand directly.
Message Summarization overview
Message Summarization translates Swift ISO 20022 Extensible Markup Language (XML) and Swift proprietary MT format messages into clear, natural language summaries. This feature lowers the technical barrier that previously limited payment exception work to specialized back-office teams with specialized expertise.
Operational efficiency benefits
Because Message Summarization helps to reduce technical Swift formats, organizations that process significant volumes of Swift exception messages can review messages more efficiently and realize productivity gains.
Strategic democratization benefits
Message Summarization facilitates service model improvements in the following areas:
- Front-office enablement: Customer-facing staff can provide real-time payment status updates to customers without involving back-office teams.
- Resolution acceleration: Teams can progress customer more quickly by understanding payment message content earlier in the investigation process.
- Customer experience enhancement: Clearer and more timely communication helps improve customer interactions during payment inquiries.
- Competitive differentiation: More responsive and transparent service strengthens how organizations serve customers.
- Volume reduction: Front‑office teams can handle routine inquiries directly, reducing unnecessary escalation to back‑office teams.
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