Pega Smart Dispute Agentic Automation for Issuers

Resolve cases faster with AI you can trust

Because every dispute is a moment of truth, leading financial institutions globally have trusted Pega for effective dispute and fraud claim management. Smart Dispute Agentic Automation combines best-in-class AI and workflow automation to unify dispute operations across the full lifecycle. The result is dramatically improved straight-through-processing , efficiency, compliance, and satisfaction with no token fees and predictable costs.

Unify dispute operations

Reimagine dispute operations with AI

Experience a cradle-to-grave dispute solution powered by Pega’s industry-leading enterprise AI decisioning and workflow automation platform with no token fees. Smart Dispute delivers fair, fast resolutions at any scale. Be ready to Adapt your payment dispute operations for any emerging payment types in just weeks using Pega Blueprint™.

Handle increasing volumes

Deflect calls to digital self-service

Fraud is exploding and customers want to interact in THEIR preferred channel. Pega's APIs and Agentic interactions adapt seamlessly for smooth and efficient self-service that can switch channels without losing context. See how Nationwide managed their dispute volume surge while improving resolution time by 86%.

Process disputes intelligently

Use the right AI at the right time

Workflow automation is enhanced with AI-guided processing, coaching and knowledge management to aid both employees and customerscapture all essential information at intake for improved straight through processing and reduced callbacks. intelligent workflows and AI assistants eliminate repetitive tasks and improve quality. With AI you can trust, you resolve cases faster no token fees and no surprises.

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Deliver compliant claim handling

Adhere to network rules and government regulations

Smart Dispute Agentic Automation supports network dispute rules for AMEX, Mastercard, and Visa - including integrations to VROL/MCOM and ethoca/Verifi – with updates twice a year. SLAs for consumer protection regulations covering Reg E & Z, C-86, and Section 75 are also included.

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Frequently Asked Questions about Smart Disputes

Smart Disputes Agentic Automation (SDAA) is a modern solution for managing payment disputes and claims using automation and AI. It helps financial institutions resolve disputes faster, reduce manual work, and stay compliant as payments and fraud continue to evolve.

SDAA addresses the operational and regulatory complexity of payment disputes.

It helps organizations:

Reduce manual effort and processing costs
Improve dispute resolution speed and accuracy
Adapt to changing regulations and payment network rules
Deliver better customer experiences during high stress moments

SDAA supports a wide range of consumer payment disputes, including:

Credit and debit card disputes
Fraud and non-fraud claims
ACH and other retail payment disputes

The solution is designed to adapt as new payment types emerge.

SDAA uses automation and AI assisted workflows to reduce repetitive tasks. This includes guided intake, automated case progression, bulk actions, and intelligent recommendations – so teams can focus on exceptions rather than routine work.

SDAA is designed to support regulatory and payment network compliance throughout the dispute lifecycle.

It helps institutions:

Track deadlines and service level obligations
Maintain clear audit trails
Adapt more quickly to rule changes and regulatory updates

SDAA applies AI to assist – not replace – human decision making.

Examples include:

Guided dispute intake and case handling
Intelligent summaries and recommendations for agents
Automation of routine steps while keeping humans in control

Yes, SDAA supports both customer self-service and assisted service channels. Customers can initiate disputes digitally, while contact center and back-office teams work from a unified system with shared context and workflows.

SDAA is designed to integrate with broader customer service and operations environments.

It supports seamless handoffs between front office and back-office teams, helping organizations deliver consistent experiences across channels.

Yes, SDAA is built for scale and complexity.

It supports high dispute volumes, multiple payment types, and evolving regulatory requirements common in large and global financial institutions.

SDAA is built on a modern, extensible architecture that allows organizations to:

Introduce new automation over time
Adapt to new payment types and fraud patterns
Evolve operations without constant re-engineering

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