Pegasystems adds AI to payment investigations tool

Pegasystems has launched Pega Smart Investigate Agentic Automation, a payment exceptions and investigations solution with native agent capabilities. This latest edition of the company’s payment investigations tool incorporates embedded agentic AI to expedite case resolution.

The platform aims to give financial institutions the flexibility to apply agentic automation while leveraging conventional rules-based workflows. The onboard agentic AI has been designed to understand the intent of SWIFT-based messages, generate activity summaries, open cases and provide resolution guidance for complex cases. The company said its agents can also analyse emails related to payment inquiries, problems or changes, processing complex requests without human intervention.

Other added features include support for additional payment types, and interoperability with third-party and user-developed agents.

Pega Industry Market Leader for Financial Services Steve Morgan said the company’s bank customers are facing challenges associated with payment exceptions, increasing sanctions complexity, and unprecedented payment pattern changes.

“Pega Smart Investigate Agentic Automation takes the solution banks have trusted for decades and supercharges it with intelligent agents that can think, read and act like some of your best investigators — but faster and at scale,” he said. “This powerful combination will help financial institutions accelerate their operations and deliver better client service by supplementing human expertise with advanced AI agents.”

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