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Ecosystem solutions
in Pega GenAI Blueprint
Explore the templates our partners are building in Pega GenAI Blueprint to enable faster outcomes for clients.
Financial Services
Cognizant Auto Finance Collection blueprint includes automated and data-driven strategies, enabling earlier intervention and flexible payment options in Auto Collections process
The objective is to increase the FCR handling by enabling the Fraud CSR/Fraud Analysts to take decisions based on the Pega Process AI recommendations, thereby avoiding the cumbersome Fraud Redressal process, significantly improving the TATs for Fraud Dispute(s) Handling.
We have identified “Good Will Payments” as a potential FCR scenario to automate via Pega Process AI as 40% (approx.) of the total GFD’s fall into Good Will Payments.
Manage customer inquiries and requests related to credit and debit cards. Solution should represent all the processes associated with managing customer inquiries related to cards.
Digital Dispute Management requires a nuanced workflow for all P2P payments disputes and claims using both RTP & ACH channels.
Cognizant’s custom Blueprint enhances dispute management by streamlining processes and ensuring efficient resolution.
This Blueprint covers operations in the Americas, Europe, and Asia Pacific.
This application deals with dispute management. Any customer of the ABC bank will be able to raise a dispute against any of the transactions that were made by them.
Following are the stages for the flow:
- Initiate Dispute
- Investigate
- Representment
- Pre-Compliance
- Good Faith
- Arbitration
Initiate Dispute
- Customer will initiate the dispute via the application. System must do a duplicate check for the dispute to ensure that there are no duplicates. If a duplicate is found, the new dispute details will be added to the old dispute and the new dispute will be resolved.
- Else, the case will be routed to a fraud management team.
- An email notification will be sent to both the customer and the fraud management team.
Investigate
- Someone from the Fraud management team will investigate the dispute.
- They will review all the information provided and will reach out to the customer in case the transaction has already been reversed.
- Else, they will proceed with the investigation and fill in additional information.
Representment
Once the investigation is complete, the team will reach out to the card service provider (Visa/ Mastercard) and direct them to check with the merchant. Representment is a process that occurs when a business disputes a chargeback they have received. Here’s a brief overview of what happens during the Representment.
- Chargeback Received: When a cardholder files a chargeback, they are essentially disputing a transaction, claiming that it was unauthorized, fraudulent, or involved some form of issue.
- Merchant’s Decision: In response, merchants have two options.
- Accept the Chargeback: This is the quickest way to do it. However, the merchant loses the sales revenue, the merchandise or service provided, and the wholesale cost of the goods. They’re also responsible for any associated fees and expenses like shipping, packaging, fulfilment, and interchange.
- Fight the Chargeback: The merchant can contest the claim through the representment process.
- If the merchant decides to fight the chargeback, they enter the representment process. The goal of chargeback representment is to prove that the charge in question is legitimate and therefore should not be reversed. The merchant will provide the necessary evidence to the bank.
- The bank will then reconsider their decision and determine if the charge should still be exempted. If the merchant’s evidence is compelling enough, the bank will reverse the chargeback and return the funds to the merchant’s account.
Pre-Compliance
- This process is specific to the Visa card network.
- This is a process that occurs when a party believes that another party has violated a rule during the handling of a dispute.
- Here’s a brief overview of what happens during Dispute Pre-Compliance.
- Violation Discovery: If a violation is discovered, the filing party is required to give the opposing member a chance to resolve the issue. This stage is called pre-compliance.
- Initiation of Pre-Compliance Chargebacks: Pre-compliance chargebacks can be initiated by either the issuing bank or the acquiring bank. The cardholder is not involved in deciding whether to file a pre-compliance chargeback.
- Resolution Attempt: The idea is for members to work things out between themselves without the network’s input. If no resolution could be found, Visa would step in, review the available information, and decide which party bears final responsibility for the transaction.
- Final Decision: If the merchant was responsible, they could get hit with a dispute using Visa chargeback Reason Code. Visa’s decision is final, and while there is an appeal process, it is expensive and time-consuming.
- Compliance: Members are expected to comply with the network’s decision.
Good Faith
This is when the Fraud management team will trust the customer’s dispute and for a low dollar amount (e.g. $25) and the dispute will be settled without any investigation, and the case will be closed. The outcome of the dispute investigation+
Evonsys Payments Platform (EPP) is a cutting-edge web application designed to streamline and secure cross-border payments with real-time updates, leveraging the latest in Swift ISO messaging and APIs. With EPP, businesses and individuals can transfer funds across borders seamlessly, confidently, and efficiently.
Create a Board pack to a regulatory body in a quarterly interval consist of all the funds performance details, created by Investment Manager, reviewed by Legal and marketing team
Fund Administration in Client Servicing need coordination with multiple stakeholder across the value chain
Cognizant custom Blueprint helps Fund administrations seamlessly manage Capital Call, Distribution, Automated Reference Data check on Payments, Accounting Reconciliation
This Blueprint covers Operations in Americas, Europe & Asia Pacific
Fund administration services are essential for managing the complex operations of investment funds. These services ensure smooth and efficient fund management, allowing fund managers to focus on investment strategies. Following are the key fund administration services:
- Subscription: Investors commit to a fund by completing necessary documents. Open-ended funds allow regular investments, while closed-ended funds require a one-time commitment.
- Drawdown/Capital Call: Funds collect money from investors for investments or expenses.
- Distribution: Funds return capital to investors, either in cash or assets, following approval from the fund management.
- Redemption: Investors retrieve their principal from a fund, subject to fund rules and potential penalties.
- Transfer: Investors request to transfer their investment to another party, subject to fund rules and approvals.
- Register Maintenance: Ensures accurate and updated records of fund ownership.
- Investment: Funds commit to investing in identified assets based on recommendations.
- Divestment: Funds dispose of assets, either partially or fully.
- Distribution Payment: Final checks before executing payment to investors.
- Investment Payment: Final checks and setup for new counterparties before executing investment payments.
- Invoice Payment: Collecting and approving invoices before payment execution, often using OCR for data extraction.
- Reconciliation: Matching amounts in various transactions to ensure accuracy.
Streamline and automate the processes involved in managing overdue accounts and recovering outstanding debts. Its primary purpose is to enhance the efficiency of Collection type activity by facilitating proactive debt recovery while maintaining a customer-centric approach. Due to the local conditions, a significant percentage of local customers tend to go unresponsive to the bank. In those scenarios, the bank needs to send field officer physically to the customer site. This visit may lead to offline areas as well due to remoteness. The recovery officer is supposed to converse with a series of questions guided by the application with the customer to engage with him/her and get the consent for loan repayment and to visit the nearest bank. The customers who visit the bank will get a revised repayment plan with 2% less than the regular loan rate and with an extended timeline with a collateral property which the customer needs to agree. Failure to get the consent will lead to another field visit. The guided conversations should be updatable to regional managers. If unresponsive to 3 field visits by the bank, it is required to initiate a legal case calculating the missing payment period, loss of income, opportunity cost based on the ongoing lending rates thus calculating the total demand for the legal case.
Approval process for customers with low credit score
The purpose of this case type is to enable business users to configure relevant risk rating factors and trigger approval/rejection workflow. Thus, helping FCC users to manage risk ratings associated with all the risk factors in a single place.
Pre-mortgage loan origination refers to the initial stages of the mortgage lending process before the loan is formally originated and approved. During this phase, prospective borrowers gather information, assess their financial situation, and potentially obtain pre-approval from a lender. Overall, pre-mortgage loan origination sets the foundation for the home-buying process by helping borrowers understand their financial readiness, explore mortgage options, and potentially secure pre-approval for a mortgage loan.
Generate a digital experience which allows customers or leads to explore the refinance option our bank offers.
Our bank is a 100% digital and client centric. We aspire to serve our clients on time and aim to deliver great client satisfaction.
Refinance should allow flexibility for the applicant to prefill data from their existing loan details and should guide the user to correct any invalid data points. Post the initial data capture, the application should verify the applicant's affordability and provide refinance products from the product catalogue.
Platform to build Plan Onboarding, Plan Administration, Plan Consulting, Plan Termination, Client Self-Service, Internal Reporting and All Retirements Products and Services
This is a check inquiry application where check inquiries are received from Self Service, Phone call or via emails. Systems would create a proper type of investigation based on user selection, email parsing. example case type of Encoding errors. Example: The scenario should show manual entry as if the client called into the call center and an email request where the dispute data can be parsed to create the new ENC case. Once created the case performs a number of automated checks and research to try to resolve the case and/or gather all of the supporting data about the transaction to prepare a review screen for determining the next action. The case is then prioritized and placed in a workbasket waiting to be worked. Once the case is selected the Adjuster is provided with all of the information necessary to determine if the dispute is valid or not. And takes the next action to resolving the case. In this instance, by looking at the check, the amount line had been encoded incorrectly and the difference $500 needs to be collected from the bank that process the check. For this purpose, we will initiate the request for debit through the Fedline system and accounting will be created to credit the Client the $500 and post the $500 to the receivable suspense account. We will then Debit the Fed GL account, credit the suspense account and create the fedline message for sending that evening, send a confirmation email/letter to the client and resolve the case. Once completed you can show the full review screen of the case with all the data stored and referenced, demo scanning an item to attach to the case, the attachments list (Email, Check, Fedline message tec.), the history, the integration steps etc.
Operations service delivery team in Foreign Exchange Money Markets department receives several emails on daily basis to match and settle trades manually, which is cumbersome process and needs to be tracked for appropriate closure. The email tracking and trade closure process currently is either manual or through adhoc systems implemented specifically for certain individual lines of business which makes overall email tracking and match & confirm process less efficient. As part of this transformation initiative email work management solution is envisioned to resolve above problem by providing generalized EMS coupled with workflow management capabilities as the key objective of these application.
Insurance
Leverage Artificial Intelligence to present recommendations with confidence levels for Adjudication of Claims
The entire end to end underwriting process starting from data and document collection/evaluation, risk assessment and policy issuance.
Modernized Cognizant Flow includes real-time electronic submission, smart review, transparent decisioning, and digital engagement.
This Blueprint leverages advanced process automation, seamless integration with existing systems, and enhanced digital engagement to improve efficiency and customer satisfaction.
Benefits include faster claim processing, reduced operational costs, and improved accuracy
Life insurance death claims processing that involves death intimation, documents submission, verification of death, investigations, claim setup, claim calculation, adjudication and settlement.
End to end underwriting process from Data submission, Underwriter checks, Data Entry, Risk Assessment, Pricing for single product and multiple products, Underwriting rationale, quote with single product and multiple products, bind and issuance.
Process crafted based on Cognizant Life & Annuity implementation experience.
This Blueprint includes automation, straight-through processing, customer digital engagement, automated validation, integration with leading life and annuity data and decision providers, and automated policy issuance.
This Blueprint covers operations in the US and Europe.
Healthcare & Life Sciences
Evaluate and manage clinical trial processes, including patient recruitment, data collection, and trial monitoring, to ensure compliance, data integrity, and successful clinical trial outcomes in pharmaceutical research and development.
Cognizant Prior Auth blueprint Updated with data-driven decisioning for automated verification, authorization intervention, challenging denials, and peer-to-peer review process.
This Blueprint leverages advanced analytics and automation to streamline prior authorization workflows, improve accuracy, and enhance patient and provider satisfaction
End-to-end healthcare payer onboarding of practitioners and providers includes provider enrollment, credentialing, contracting and re-credentialing work flows. The objective of this end-to-end process is to automate the various tasks required to gather information, collect required documents, conduct primary source verification, create, negotiate and execute providers contracts, all in compliance with state and federal regulatory requirements and company policies.
Signal Detection and Tracking
Communications
This application is specific to B2B Communication API Business. It can also be customized to support other B2B Telecom Business.
This case type represents the process of preparing a pre-sales offer for a customer based on their interest in a particular product and tailored requirements. It involves gathering customer preferences, configuring the product, pricing, and generating a formal offer document. The outcome of this workflow is to provide customers with accurate and customized quotes that meet their specific needs.
Cognizant Digital Order Management Blueprint builds the best practices and automation with real time inventory tracking & material management for straight through processing custom built for Consumer Telecommunications Order Management Workflow Automation
This application covers the Buy/Purchase journey for Consumer segment customers.
It encompasses the journey that a consumer takes to purchase the Wireless Prepaid products and services.
This application caters to the service delivery process over Private Line Transport, for Enterprise Segment operating in Wired/Wireless connectivity.
This application is aligned with TMForum suggested PSR modeling and ODA component Service Order Management.
It covers aspects like - Service Address, Site Contacts, Building Information, Site Surveys, Circuit Details, Dialing Plans, etc.
Government
For a leasing organization, this solution is used after contract creation with a lessee or investor. Once the contract is created and payments are made, the site is handed over to the investor through the following case types:
- Site Hand Over: This process involves the creation and approval of handover documents for the investor.
- Site Visit: This process documents the investor's site visit as part of the handover process.
- Site Takeover: This process records the investor’s takeover of the site from the organization.
- End Of Lease: This process involves the organization reclaiming the asset at the end of the lease term.
This solution deals with the proposal and bidding process for Leasing assets. Investor login to the announcement portal, view the announcements and then can select an announcement to make a bid for it. Alternatively, the organization can float request for proposal against their assets so that external investors can bid for it. The following processes are part of the overall lifecycle:
- Bidding: Investors place bids against an announcement or request for proposal. Multiple bids can be submitted for each investment opportunity. These bids are internally validated and approved for the next step.
- Open Envelopes: This process begins once all bids are received within the predefined deadline. The system evaluates all bids automatically, selecting the most preferred based on predefined criteria. The bid information is documented in the Open Envelope case and undergoes an approval cycle. Approved bids proceed to contract management.
- Contract Creation: After a bid is selected through the Open Envelope process, the organization initiates contract creation with the successful investor. This process concludes with the generation of a payment schedule.
- Contract Amendment: This process handles amendments to an existing contract.
- Contract Extension: This process manages the extension of an existing contract.
- Contract Cancellation: This process deals with the cancellation of a contract.
- Contract Termination: This process handles the termination of a contract.
All approvals have 2 levels.
The solution aims to digitize the lifecycle of identifying assets such as land, telecom towers, and buildings which can be leased to investors thereby generating revenues. The lifecycle involves the following micro-journeys:
- Investment Site: This process involves the identification, documentation, and approval of assets that the organization intends to lease or rent.
- Investment Opportunity: This process entails defining the details of the investment site identified previously. Details include rental value, rental period, payment schedule, and lessee classification. The opportunity definition undergoes an approval process before being finalized.
- Announcement: This process involves publishing a leasing opportunity to external parties. It includes a final review of the investment proposal before approval for public investment. Approved announcements are displayed on the organization’s website.
Every approval process involves two levels of approval.
Manufacturing
Designed for Out of Stock situation in meeting demands by retailers. End-to-end process orchestration for mitigating out of stock risk identified by ERP system, by submitting stock requests to Factories for additional production, or Inter-Warehouse movement for stock transfer. The stock requests should be tracked from initiation to approval, dispatch to delivery.
Build a Risk Assessment framework to evaluate innovative product recipes, both new and existing, in the focusing on new product idea, enhancing flavor, nutritional value, and market appeal. The framework should facilitate toxicology assessment by scientists for all product categories and adherence to ESG compliance requirements like No Animal Testing, Environment Friendly, global and local market regulations. The solution has to cover end-to-end orchestration of right from capturing assessment details, initiating lab tests, evaluating lab results, publishing lab reports to a document repository, and sending updates to PLM system.
The Vendor Managed Inventory application for retailers is designed to streamline inventory management processes by allowing vendors to monitor and manage inventory levels at retail locations. The application proposes purchase orders to the retailers, which can be updated by retailers, and submitted for approval by Order Fulfillment teams. This system ensures optimal stock levels, reduces stockouts and overstock situations, and enhances overall supply chain efficiency, benefiting both retailers and their suppliers.
Energy
Evaluate exploration prospects based on geological and geophysical data interpretation, risk assessment, and economic analysis to prioritize drilling targets and allocate exploration resources effectively, ensuring optimal exploration success and return on investment.
Automate health, safety, and environmental monitoring and reporting processes, including incident reporting, safety inspections, and environmental compliance, to ensure a safe and sustainable work environment.
Overall Project Lifecycle Management for field development projects
Transportation & Logistics
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