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Fee Inquiry

The Fee Inquiry Microjourney™ in Pega Customer Service™ for Financial Services supports both fee-related inquiries and requests for fee waivers from retail customers of a bank.

This use case enables banks to automate most fee-related interactions through a self-service channel but also route to an agent when a fee waiver is conditional or certain attributes of the customer require human interaction. As a result, banks can benefit from greater overall efficiency and engagement.

The Fee Inquiry Microjourney is available in multiple channels, with web self-service being the most common.

Web Chatbot is a fast and easy-to-use channel to answer customer queries.

Web Chatbot

Web Chatbot is fast becoming a convenient and easy to use self-service tool for retail bank customers to get answers to their queries. It is also a preferred channel for banks to engage their customers.

  1. Customers can start the fee inquiry process by simply entering their request to have their late fee waived.
  2. Chatbot confirms the fee.
  3. Chatbot confirms the fee waiver if the fee waiver logic approves the request.
  4. If the request for a fee waiver is not approved, chatbot offers to transfer the conversation to a live agent.

App Studio provides personas, stages and steps, and data objects in one window.


Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.

Stages and Steps

Stages and steps show the visual path of the business process. The image below details the stages and steps of this particular Microjourney.

Data Objects

Data objects organize and store the data that your Microjourney requires. These categories of data have fields, field mappings and connections to data sources.

Personas in this Microjourney.


The bank customer concerned about fees that they were charged.

Customer service representative

The bank representative who uses assisted channels to help the customer to resolve their fee inquiries.

Back-office worker

The bank employee who processes a fee waiver request when the request is not approved automatically.

Stages and Steps

This Microjourney includes the following stages.

  1. Intake inquiry: a customer or customer service representative (CSR) selects a fee transaction and submits a request for fee waiver.
  2. Process inquiry: fee waiver eligibility is checked, and the fee waiver is either approved automatically or processed by a back-office worker who checks that all required conditions are met.
  3. Resolved: a confirmation message is sent to the customer.


  1. Customer or CSR who opens an inquiry and requests the fee waiver.
  2. Back-office worker who checks the required conditions and processes the fee waiver requests that are not approved automatically.

Data Objects/Models

  1. Account fees, which hold the fee data that is being processed.

Additional Information

See this article for more information about implementing the Fee Inquiry Microjourney.

Start this Microjourney implementation.

Find more details and step-by-step instructions on implementation below.

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