Pega has updated its Smart Dispute solution to transform customer experiences by streamlining and accelerating the resolution of payment disputes and fraud claims. For customers, this means faster resolutions, smoother interactions, and a more seamless experience regardless of their payment method.
Handling disputes can be stressful for customers, especially with various payment options like mobile wallets, peer-to-peer transfers, and Buy Now Pay Later (BNPL) systems. With Pega Smart Dispute, customers benefit from a streamlined process that removes friction and provides quicker outcomes.
“With the rapid growth in chargeback disputes, banks must be increasingly quick and nimble to keep up with customer demands. By infusing new powerful gen AI and automation capabilities across our market-leading payment dispute solution, Pega is helping banks increase efficiency and bring faster resolutions to customers,” said Steve Morgan, global banking industry lead, Pega.
The solution uses advanced generative AI to guide employees, ensuring fewer delays and missteps and helping customers resolve their disputes more accurately and efficiently.
Pega’s built-in tools, such as Pega GenAI Coach and Pega Voice AI, create an always-on support system for bank agents. These features enable agents to deliver a smoother and more confident service, offering instant summaries of customer calls and clear explanations of dispute histories. As a result, customers no longer have to explain their issues repeatedly or endure prolonged back-and-forth communication.
In addition, enhanced self-service options through Pega’s DX API capabilities allow customers to initiate disputes on their terms—via mobile apps, web portals, or chat. This flexibility enables customers to engage with their bank whenever and however they prefer, improving convenience while reducing resolution times.
Integrated with Pega Customer Service, the solution ensures that agents can address additional service requests tied to disputes, providing a more personalised experience. Customers benefit from a unified service journey where their concerns are handled consistently and comprehensively.