Pega Smart Investigate Agentic Automation walkthrough

While most of the nearly 20 billion cross-border Swift payments processed each year go through without a hitch, about 4 percent of payments run into issues or need investigation. For example, take this customer, Kelce. He accidentally sent a payment twice to a supplier and needs help from his bank to recover it.

Kelce emails his bank, and thanks to the power of Pega Smart Investigate Agentic Automation, he receives an almost immediate response. But this is not just a typical automated acknowledgment. Smart Investigate read, interpreted, and understood Kelce's email, and then took the appropriate action. In the almost instant reply, Kelce received information that his payment was found and that his bank, U Plus, immediately contacted the counterparty bank to request the return of his duplicated payment.

Situations like this occur frequently in large organizations that run complex accounts payable departments. Nothing is more important to a business than the careful handling of payments. Exceptions in payment processing present a "moment of truth" in banking, and how a bank handles these issues can significantly impact a customer's trust and relationship with the bank.

Next, dive into how Smart Investigate Agentic Automation turned this moment of truth into a positive and impressive outcome for Kelce.

This area is the Dashboard, the central hub for Smart Investigate users to manage common actions and tasks. Senior users can click the wider Dashboards tab to review detailed work metrics. By using the global search function, you can find the Case created for Kelce's request and inspect what happened behind the scenes.

Here is Kelce's Case that Smart Investigate created to manage the recovery of his duplicated payment. On the right, you see the Pega GenAI Coach™: Payments, which provides a high-level overview of the case status and offers comprehensive assistance for complex payment investigations.

Looking at the Case history, you see the key events in an intuitive event timeline: Kelce's inbound email request to cancel his payment, Smart Investigate's recognition of the need for a Request return of funds resolution activity, and the automatic generation of a camt.056 Swift message to the counterparty bank.

The system sent this technical message through the Swift Case Management service. It automatically assembled the message with all necessary information enriched from the bank's transaction system of record that Smart Investigate found by using information from Kelce's original email. By reviewing the Case Lifecycle, you see that Smart Investigate processed the entire request autonomously without any user intervention.

The Case details reveal rich data from various systems of record, which provide all the information that is necessary to resolve the payment investigation, including full details of all payment participants. You can drill down into the Resolution activity that generated the cancellation message to the counterparty bank, which is all fully audited and reportable.

You can also examine the Dispatch event that handled Kelce's original email. Here, Pega Email Bot™ used natural language processing technology to identify the Request topic (a payment cancellation) and extract relevant entities from Kelce's email to locate the payment.

By using topic detection and entity extraction, Smart Investigate confidently opened a Request to return payment investigation Case and automated the necessary Steps to achieve the required outcome, all without human intervention.

Normally, it can take hours or even days for a relationship manager or bank front office contact to read Kelce's email and transfer the request to the payment investigation department. Smart Investigate handled Kelce's freeform email, found the associated payment, and generated a complex Swift message in moments to provide Kelce with a comprehensive and context-aware update almost immediately.

Finally, if the request requires manual intervention, the sophisticated work environment of Smart Investigate offers detailed audit history, intuitive data views, and handy tools such as Pulse to maintain process integrity. Users can tag other users in Cases and leave notes for future reference to help ensure cohesive handling of all activities in a centralized solution.