Pega Smart Investigate Agentic Automation architecture

Pega Smart Investigate Agentic Automation architecture uses a three-tiered Case structure for payment investigation handling. The structure consists of an adaptive and modular Case model that organizes how financial institutions process and resolve payment exceptions. 

The architecture contains the following three main components: 

• Dispatch Case: Functions as the initial contact point that processes inbound events across multiple channels. 

• Orchestration Case: Serves as the central controller that manages the investigation workflow from beginning to end. 

• Resolution Activities: Run specific investigation tasks according to defined procedures. 

This architecture maintains process consistency while providing flexibility compared to linear approaches. Financial institutions can process complex payment investigations effectively through the interaction between these components. 

The following diagram shows how Pega Smart Investigate architecture uses a three-tiered Case structure for payment investigation handling: 

The dispatch Case component, built on Pega Customer Service™ for Financial Services, functions as a central entry point for investigation-related events. This component supports processing events received from various input channels through a unified framework by handling communications from Society for Worldwide Interbank Financial Telecommunication (Swift) messages to telephony inputs, email, and more. 

The event processing functions include: 

• Interpreting email communications with natural language processing (NLP). 

• Processing application programming interface (API) payloads accurately. 

• Maintaining consistency across all channels. 

• Preserving contextual information. 

The Case routing system connects related communications, creates new cases when needed, and provides options for error scenarios. It preserves context throughout the process by supporting investigation continuity as Cases move between channels and handlers. 

The following figure shows an example of a Dispatch processing Case Type:

In this example, the message dispatch case processes the identification of the appropriate Exceptions and investigations (E&I) Case to invoke. This process includes extracting essential information from the message (such as sender and references), identifying and connecting with existing Cases when applicable, and handling any errors that occur. The dispatch component processes key data from incoming messages and then either creates a new orchestration case or updates an existing Case. 

The adaptive orchestration component functions as the central controller for payment investigations. This component manages the investigation lifecycle for consistent processing of each Case. 

The orchestration process includes the following phases: 

• Initial assessment: Performs Case setup and enrichment operations while evaluating the contextual elements of each investigation. 

• Payment analysis: Conducts automated status checks against business rules to determine the status and situation related to the underlying at the center of the investigation. 

• Context diagnosis: Analyzes information to identify bank roles (debtor/creditor/intermediary) and investigation roles (requester/responder). 

• Resolution determination: Determines the necessary actions to resolve the matter bases on the status of the payment and the context. The solution can draw on various resolution activities in service of the outcome. 

This role determination directs each Case through the appropriate processing path. 

The following figure shows an example of an E&I orchestration Case Type:

In this example, the orchestration Case Type manages the creation and coordination of resolution activities required to solve E&I requests. This process includes automating data enrichment from transaction information by analyzing the underlying E&I intent, and establishing investigation context. The Case Type updates Case data with current payment information and status, identifies necessary resolution activities, and controls the overall workflow process. 

The resolution framework provides a structure for executing standardized investigation procedures that align with Swift case management requirements. This framework serves as the operational foundation for specific investigation tasks. 

Key elements of the resolution framework include: 

• An activity library that financial institutions can configure to match their specific resolution requirements. 

• Preconfigured resolution procedures for common investigation tasks. 

• Integration features for interaction with external systems. 

• Standardized procedures with configuration options based on specific Case requirements. 

The following figure shows an example of a Return payment to sender Case:

The Return payment to sender Case Type manages the process of returning payments to senders when the payment cannot be applied or requires rejection. This process automates the steps required for returning funds, including evaluating the latest message content and available Case data. The Case Type determines and runs the appropriate resolution activities based on the specific return scenario requirements. 

The integration of dispatch processing, adaptive orchestration, and standardized resolution functions in Pega Smart Investigate architecture provides a solution for payment investigation handling. The dispatch component directs each investigation from initial receipt through orchestration to resolution, while supporting compliance and contextual information. This architectural approach organizes operations and provides financial institutions with options to adapt to changing payment investigation requirements while using their existing infrastructure.