About Pega Smart Dispute
Pega Smart Dispute is a dispute management software from Pegasystems that aims to facilitate the resolution of customer complaints. It combines automated workflows, real-time analytics, and case management so organizations can effectively manage and resolve disputes. This solution is designed for financial institutions looking to improve their customer service response in handling disputes. Pega Smart Dispute also integrates with existing systems to improve data visibility and improve communication across teams. Key capabilities: automated workflows real-time analytics case management integration with existing systems improved data visibility Best for: financial institutions that need efficient management of customer disputes.
Pega Smart Dispute Agentic Automation is a premier, enterprise-level solution for card issuers, managing the full lifecycle of payment disputes and fraud claims across all payment types (card, ACH, P2P). Built on the modern Pega Constellation UI, it offers guided, highly automated processing. Its distinction lies in the integration of GenAI and AI-driven decisioning, which significantly boosts straight-through-processing (STP) rates and drastically improves resolution speed and efficiency, capable of handling large claim volumes reliably. A major strength is its embedded compliance, offering systematic support and bi-annual updates for major card network rules (Visa, Mastercard, AMEX, VROL/MCOM) and critical government regulations (Reg E/Z). It provides robust omni-channel intake and seamless integration with core banking systems and third-party resolution networks. The solution targets core users within large financial institutions, including Operations Managers, Fraud Analysts, and Customer Service Representatives, aiming to unify their complex dispute operations. Pega Smart Dispute is typically a Cloud-based deployment, leveraging Pega’s scalable architecture, though deployment options may be flexible. Pricing is structured via an enterprise-level, tailored licensing model, making specific public costs unavailable.
Pros & Cons
- +Reduces manual processing and operational costs through AI-driven automation
- +Ensures compliance with complex network rules and consumer protection regulations
- +Improves customer satisfaction with first-time resolution and seamless multi-channel engagement
- +Rapidly adaptable workflows support new payment types within days or weeks
- +Enterprise-grade scalability suitable for large financial institutions
- −High licensing and implementation costs due to enterprise focus
- −Complexity may require significant time and resources for full deployment
- −Dependence on vendor for biannual compliance updates may limit flexibility
- −Advanced AI features may require staff training and adaptation
- −Manual intervention still required for complex or ambiguous disputes
Features
Key features
- Unified Dispute Management
- Manage the full lifecycle of payment disputes and fraud claims across all channels with a single platform
- AI-Enabled Decisioning
- Leverages enterprise AI to automate dispute resolution and improve straight-through-processing efficiency
- Compliance Support
- Automatically enforces network rules and government regulations for Visa, Mastercard, AMEX, and consumer protection laws
- Generative AI Assistance
- Provides AI-guided knowledge management and decision support to improve first-time resolution
- Multi-Channel Interaction
- Enables customers to engage via web, mobile, or agent channels without losing context
- Rapid Adaptation
- Low-code workflow templates allow quick adjustments for new and emerging payment types
- Analytics & Insights
- Provides actionable metrics on dispute resolution performance and workflow efficiency
Additional features
- Dispute Case Intake & Management
- Intake and track disputes across card and alternate payment methods
- Automated Workflow Processing
- Reduces repetitive manual tasks through intelligent workflow automation
- Manual Escalation Support
- Escalates complex cases for human review while maintaining efficiency
- Pre-Configured Templates
- Ready-to-use workflows for various payment types like ACH, Zelle, and card disputes
- Agentic AI Features
- Includes Knowledge Buddy, GenAI Coach, and AI guidance tools to assist employees and customers
- Compliance Updates
- Automatically updates twice a year with the latest network dispute rules and regulations
- Integration APIs
- Allows seamless connection to external systems and multi-channel support
- Self-Service Digital Channels
- Provides smooth self-service options for customers on any device
- Customer Interaction Continuity
- Maintains context when switching between customer service channels
- Real-Time Analytics
- Tracks workflow performance, resolution times, and STP improvement metrics
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Pega Smart Dispute
Pega Smart Dispute is a dispute management software from Pegasystems that aims to facilitate the resolution of customer complaints. It combines automated workflows, real-time analytics, and case management so organizations can effectively manage and resolve disputes. This solution is designed for financial institutions looking to improve their customer service response in handling disputes. Pega Smart Dispute also integrates with existing systems to improve data visibility and improve communication across teams. Key capabilities: automated workflows real-time analytics case management integration with existing systems improved data visibility Best for: financial institutions that need efficient management of customer disputes.
Pega Smart Dispute Details
Pega Smart Dispute's In-App Market Place
Does Pega Smart Dispute have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Chf (CHF), Rub (₽), Cny (¥), Inr (₹).
Pros & Cons
- Reduces manual processing and operational costs through AI-driven automation
- Ensures compliance with complex network rules and consumer protection regulations
- Improves customer satisfaction with first-time resolution and seamless multi-channel engagement
- Rapidly adaptable workflows support new payment types within days or weeks
- Enterprise-grade scalability suitable for large financial institutions
- High licensing and implementation costs due to enterprise focus
- Complexity may require significant time and resources for full deployment
- Dependence on vendor for biannual compliance updates may limit flexibility
- Advanced AI features may require staff training and adaptation
- Manual intervention still required for complex or ambiguous disputes
Pega Smart Dispute's Support Options
Pega Smart Dispute's Alternatives
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