Pega Smart Investigate Agentic Automation

Automate payment exceptions management to improve operational efficiency and customer service with the Global Leader in Cross Border Payments Exceptions Management

Exceptions and Investigations and sanctions are still costly and complex. For 40 years, Pega has been the global market leader in delivering comprehensive payment exception management solutions. Our solution interprets, sends, and receives messages while automating complex investigations with Pega’s leading case management technology. Pega Smart Investigate Agentic Automation, released in 2024, has expanded automation and generative AI capabilities to process payment exceptions and investigations even faster and more efficiently.

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Experience out-of-the-box ISO 20022 and MT messaging interoperability

Seamlessly interpret, generate and send ISO and MT messages based on counterparty requirements. Receive one and send another depending on your counterparties’ capabilities. Extend your messaging capabilities to support additional payment schemes including Fed, SEPA, and more.

Check out the HSBC case study

Transform Case Resolution with Intelligent End-to-End Automation

Elevate your payment operations with up to 90% automated resolution of payment inquiries. Use Pega's advanced SWIFT message parsing technology to seamlessly create, manage, and resolve cases while communicating with counterparties. Our enhanced out-of-the-box automation capabilities revolutionize how your team handles payment processing. By intelligently coordinating message flows and case management, turn a complex web of manual processes into a streamlined, automated symphony of efficiency.

Check out the Rabobank case study

AI-Powered Case Resolution Drives Efficiency and Accuracy

Leverage GenAI to convert complex Swift messages into clear, actionable insights. The solution summarizes ISO messages and case histories, helping operators, service teams, and clients understand case status and required actions. Pega Knowledge Buddy can be used to search internal documents, Swift websites and additional sites to provide guidance to teams. Using predictive AI analysis of historical data, the solution accelerates and improves case resolution outcomes.

Check out the National Bank of Canada case study

Frequently Asked Questions about Smart Investigate Agentic Automation

Smart Investigate Agentic Automation (SIAA) is a solution for managing payment investigations and exceptions, particularly in commercial and cross border payments. It helps banks investigate issues faster, reduce operational friction, and improve transparency.

SIAA supports a wide range of payment investigation scenarios, including:

Payment exceptions
Status inquiries
Cancellations, recalls, and amendments
Compensation and adjustment cases

SIAA uses structured workflows, automation, and AI guidance to reduce manual effort. Investigators are guided through resolution steps, with intelligent suggestions to help complete cases more efficiently and consistently.

SIAA is designed to support evolving industry standards and payment messaging formats – so institutions can stay aligned with industry changes while reducing operational disruption.

AI helps investigators work more effectively by:

Suggesting next best actions
Assisting with analysis and comparison of payment information
Drafting correspondence and summaries

AI supports decision making while keeping humans in control.

Yes, SIAA is designed to work alongside existing payment processing and accounting systems, supporting flexible integration patterns based on each organization’s architecture.

SIAA is built for scale. It helps organizations manage high volumes of investigations by automating routine steps, prioritizing work, and improving visibility across teams.

SIAA helps reduce customer frustration by resolving investigations faster and more accurately. Better transparency and consistency lead to clearer communication and improved trust.

Yes, SIAA is designed for institutions operating across regions, currencies, and payment schemes, where complexity and volume are high.

SIAA provides a foundation for ongoing automation and improvement, helping banks modernize payment investigations without repeated system overhauls.

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