How Pega Smart Investigate Unlocks Next-Gen Value with Agentic Automation
Automating Global Payment Investigations
When global payment investigations lack a timely, transparent system, customer trust suffers. Managing cases across multiple payment systems, regions, and message formats introduces operational complexity. Pega Smart Investigate Agentic Automation addresses this by embedding intelligent agents into the investigation workflows. It leverages intelligent agents to automate up to 90% of workflows, supported by real-time analytics.
Optimizing Operations Teams with Agentic Automation
Even skilled analysts struggle with fragmented systems and scattered data. Repetitive manual tasks slow investigation throughput. Traditional workflows often need switching between different platforms. They also involve reconciling payment messages and prioritizing urgent cases by hand. Most banks face this scenario, especially mid-sized ones.
The agent-driven investigations embed automation directly into the payment investigation workflow, reducing analyst dependency on manual interpretation and system switching. It's built on the ISO 20022 MX standard, and the platform supports structured payment data compared to legacy MT formats, enabling more consistent, data-driven investigations. Legacy SWIFT MT messages were designed decades ago when payment processing required minimal data exchange. Investigators often had to manually interpret free-text fields to understand payment context, slowing investigations and increasing the risk of inconsistencies.
Global payments are undergoing a major transformation with the adoption of ISO 20022, a standardized financial messaging framework designed to replace legacy SWIFT MT formats.
Unlike traditional payment messages that contain limited, unstructured information, ISO 20022 messages provide rich, structured, and highly detailed payment data. This includes fields for payment purposes, remittance information, debtor and creditor details, and regulatory identifiers.
Pega Smart Correspondence supports this transition by managing investigation-related messaging between financial institutions. It acts as a communication layer that formats, processes, and exchanges MX-based investigation messages throughout the case lifecycle.
By standardizing how investigation requests and responses are generated and transmitted, Smart Correspondence helps maintain consistency in communication.
Key Capabilities for Operations Teams:
• End-to-End Payment Exception Automation
By automating the creation of payment exception cases, Smart Investigate helps operations teams resolve investigations faster while reducing reliance on manual intervention.
• Native Support for SWIFT and MX Messaging
Supports SWIFT MT and MX messages natively, with Smart Correspondence acting as a transitional or complementary component.
• Case Prioritization
Cases are prioritized based on payment risk, case type, case status, and proximity to the defined next set of actions. Based on priority levels such as low, medium, high, urgent, and critical, agents can manually adjust case priority.
Delivering Transparent and Reliable Customer Experiences
Customers expect timely, transparent, and accurate outcomes for any transaction inquiry. For banks, managing these expectations across channels and payment types can be challenging. Especially in global payments investigations, where delays or inconsistent communication can impact trust.
Pega Smart Investigate uses AI-driven insights into every step of the investigation. This helps to automate routine tasks and guide investigators. Real-time updates ensure faster resolution and consistent, reliable communication.
Key Capabilities that Enhance Customer Experience:
- Customers can track the progress of investigations across payment types.
- Multi-channel support gives customers the same updates, no matter the platform.
- Customers experience a transparent, reliable option even in high-volume payment scenarios.
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