TLDR: Pega has launched ‘Pega Smart Investigate Agentic Automation,’ an enhanced solution leveraging agentic and generative AI to help banks more rapidly and cost-effectively manage payment exceptions. The new offering integrates advanced AI with existing rules-based workflows, supports SWIFT ISO 20022 standards, and aims to significantly reduce manual processes in the face of a growing and complex global payments market.
Pegasystems Inc. (NASDAQ: PEGA), a leader in enterprise transformation, has announced the release of ‘Pega Smart Investigate Agentic Automation,’ a significant upgrade to its payment exceptions and investigations solution. This new edition is designed to empower financial institutions to detect and resolve payment exceptions with unprecedented speed and efficiency, addressing the escalating challenges within the global payments landscape.
The core of this innovation lies in its integration of advanced agentic AI capabilities with Pega’s established rules-based workflows. This hybrid approach combines non-deterministic generative AI with deterministic intelligence to automate complex investigations that traditionally required extensive human intervention. The solution aims to increase straight-through processing of exceptions, thereby reducing manual effort and operational costs.
According to Steve Morgan, industry market leader for financial services at Pega, “Global banks are facing a perfect storm of a surging volume of payment exceptions, increasing sanctions complexity, and unprecedented payment pattern changes – all while being asked to do more with less.” He further stated, “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.”
A key technical differentiator is the solution’s native support for the latest SWIFT ISO 20022 standards, making it the only software of its kind to offer this capability. It also features the Model Context Protocol (MCP), which facilitates seamless interoperability, allowing Pega environments to engage third-party agents and vice versa. The ‘Pega Agentic Process Fabric’ is utilized to intelligently coordinate message flows and case management, selecting appropriate workflows and agents based on incoming requests. Additionally, the ‘Pega Blueprint’ design agent enables banks to quickly construct new workflows by describing processes or uploading documentation.
The benefits for financial institutions are substantial, including faster case resolution, significantly lower operational costs, improved employee productivity, and an enhanced client experience. Pega anticipates up to 90% automated resolution of payment inquiries, transforming what was once a complex web of manual processes into a streamlined, automated system.
Also Read:
- GFT Unveils Generative AI Credit Risk Assistant to Streamline Lending Decisions
- ASAPP Enhances Generative AI Platform for Contact Center Safety and Scalability
The launch comes at a critical time for the financial sector. Boston Consulting Group projects the global payments market to reach $3.3 trillion by 2031. However, this growth is accompanied by a rise in payment exception volumes, driven by shifting global trade patterns, increased scrutiny over sanctions, and evolving regulatory requirements. Many banks still rely on outdated manual processes, which are proving inadequate against the backdrop of growing market complexity and sudden spikes in cross-border payments due to tariff changes and redirecting commerce. Pega Smart Investigate Agentic Automation offers a timely solution to these mounting pressures.
