Payment Inquiry

The Payment Inquiry Microjourney™ in Pega Customer Service™ for Financial Services provides value by making it easier for commercial bank customers to request payment investigations through multiple channels such as web self-service and Web Chatbot.

This use case enables banks to bridge the gap between robust multichannel customer interactions and back-office payment investigation processes. Additionally, this Microjourney simplifies communication among the various bank resources working on the payment investigation case.

The Payment Inquiry Microjourney is available in web self-service and assisted-service channels.

Web self-service is the primary interface for commercial bank customers to initiate an inquiry into a specific payment. 

Web Self-Service

With web self-service, customers can open a payment inquiry when they receive notification of a specific payment transaction.

  1. Customer reviews the notification that contains the details of the payment received by the bank.
  2. Missing data is proactively identified and displayed to the customer.
  3. When the customer uses the bank’s self-service channel to request a payment inquiry, the probable inquiry reason is prefilled.

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

Personas

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 data that your Microjourney requires. These categories of data have fields, field mappings, and connections to data sources.

Personas in this Microjourney.

Customer

The treasurer, chief financial officer, or accounts payable clerk in a large enterprise who monitors incoming and outgoing payments and requests investigations.

Customer Service Officer or Representative

A commercial bank’s dedicated service representative for a large enterprise.

Back-Office Worker

The bank’s payments investigator who carries out the investigation by using a payment investigation tool.

Stages and Steps

This Microjourney includes the following stages.

  1. Collect inquiry details: a customer or CSR selects a payment transaction and submits a request for an investigation.
  2. Process investigation: applicable stakeholders are notified, and a back-office worker carries out the investigation by using a payment investigation tool.
  3. Resolved: a confirmation message is sent to the customer, and the stakeholders are notified.

Personas

  1. Customer or CSR who opens an inquiry and requests the investigation.
  2. Back-office worker who works through the investigation by using a payment investigation tool.

Data Objects/Models

  1. Deposit account transaction, which holds the data required for launching an investigation.

Additional Information

See this article for more information about the Payment Inquiry Microjourney.

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