Pega Smart Dispute Agentic Automation for Issuers

Streamline and automate disputes and fraud claims

For over two decades, leading financial institutions globally have relied on Pega for effective dispute management. The next generation of Smart Dispute Agentic Automation combines fully integrated AI and workflow automation to unify dispute operations and manage the full dispute lifecycle with dramatically improved straight-through-processing (STP), efficiency, compliance, and satisfaction.

Deliver compliant claim handling

Adhere to network rules and government regulations

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

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Unify dispute operations

Build for today, ready for tomorrow

Experience a cradle-to-grave dispute solution powered by Pega’s industry-leading enterprise AI decisioning and workflow automation platform. Adapt your payment dispute operations for any new and emerging payment types in just weeks or even days using Pega Blueprint™.

Handle increasing volumes

Engage customers in their preferred channel

Pega's modern APIs allow interactions to adapt seamlessly to any device for smooth self-service options while seamless integration with Pega Customer Service ensures interactions can switch channels without losing context. See how Nationwide managed their dispute volume surge while improving resolution time by 86%.

Check out the Nationwide case study

Process disputes intelligently

Deliver first-time resolution excellence

Guided processing and GenAI delivered knowledge management helps both employees and customers in digital self-service channels capture all essential information up front for improved STP and reduced callbacks. Where manual reviews are needed, intelligent workflows eliminate repetitive tasks and improve quality.

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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