Pega Launches First Payment Exceptions and Investigations Solution with Native Agentic Capabilities to Speed Resolution and Lower Costs

Pega Smart Investigate Agentic Automation gives banks the flexibility to combine proven workflows with powerful generative AI capabilities

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company™, today announced Pega Smart Investigate Agentic Automation™, a new edition of its payment exceptions and investigations solution. Built on Pega’s more than 40-year market leadership, it delivers the only payment exceptions and investigations software with native support for the latest SWIFT ISO 20022 standards and embedded agentic AI, enabling faster case resolution with lower operational cost. Pega’s predictable AI gives financial institutions the flexibility to apply powerful agentic automation while still leveraging proven rules-based workflows.

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This screenshot of Pega Smart Investigate Agentic Automation shows the solution dashboard with charts illustrating pivotal real-time operational insights for users.

Financial institutions face mounting pressure as payment exception volumes continue to rise, driven by shifting global trade patterns, increased sanctions scrutiny, and evolving regulatory requirements. Recent tariff changes have created additional operational challenges, with banks experiencing sudden spikes in cross-border payment volumes and new routing patterns as commerce redirects between countries. According to Boston Consulting Group, the global payments market is projected to grow to $3.3 trillion by 2031, yet many banks still rely on manual exception management processes in the face of growing payments complexity.

Pega Smart Investigate Agentic Automation transforms payment investigations with advanced agentic capabilities that automate even more manual processes and enable increased straight-through processing of exceptions. Available today, this agentic automation combined with trusted workflows transforms complicated exceptions processes to increase employee productivity and lower operational costs while enhancing overall client experience. New features include:

• Support for new payment types: By leveraging the Pega Blueprint™ design agent, financial institutions can quickly create additional workflows for processing new and emerging payment types simply by describing the process or uploading documentation.

• Resolution guidance for SWIFT-based messages: Pega agents can understand the intent of SWIFT-based messages – including new MX formats – generate activity summaries, open new cases, and provide resolution guidance for complex cases.

• Advanced email request processing: Pega AI agents can analyze emails related to payment inquiries, problems, or changes and process complex requests without human intervention.

• Comprehensive agentic orchestration: Pega Agentic Process Fabric™ has the power to select appropriate workflows and agents based on the request and orchestrate multiple actions in parallel to complete work quickly and efficiently.

• Interoperability with third-party agents: With support for the emerging MCP and ACA agentic interoperability standard, Pega processes can call or be called by third-party and customer-developed agents to leverage existing investments and accelerate further automation.

Pega’s approach enables financial institutions to leverage a combination of cutting-edge generative AI, AI agents, and deterministic rules-based processing that banks have trusted Pega to run for decades. A sophisticated three-tiered case architecture handling dispatch, orchestration, and resolution promotes re-usability and eliminates duplicate work to help ensure clients can deploy intelligent automation where it delivers maximum value.

Pega Smart Investigate Agentic Automation continues to build on its industry-leading SWIFT support, including up-to-date compliance for SWIFT standards – such as early adoption support for SWIFT’s new case management service and the new camt.110 and camt.111 formats – to ensure banks stay ahead of evolving updates. The solution's comprehensive MT/MX message interoperability becomes increasingly valuable to enable seamless communication with correspondent banks regardless of their SWIFT standard implementation.

The product will be on display at the Sibos financial services conference in Frankfurt, Germany starting on September 29. Visit www.pega.com/events/sibos for more on Pega’s activities at the event, to request a meeting, or to join our networking event at NFT Skybar on the opening night of the conference.

For more information on Pega Smart Investigate Agentic Automation, visit www.pega.com/smart-investigate-agentic-automation.

Quotes & Commentary

"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," said Steve Morgan, industry market leader, financial services, Pega. "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. This powerful combination will help financial institutions accelerate their operations and deliver better client service by supplementing human expertise with advanced AI agents.”

Supporting Resources

• More information: Pega Smart Investigate Agentic Automation background
• Data Sheet: Pega Smart Investigate Agentic Automation
• Background: Pega’s approach to agentic AI
• Event: Pega at Sibos

About Pegasystems

Pega provides the leading AI-powered platform for enterprise transformation. The world’s most influential organizations trust our technology to reimagine how work gets done by automating workflows, personalizing customer experiences, and modernizing legacy systems. Since 1983, our scalable, flexible architecture has fueled continuous innovation, helping clients accelerate their path to the autonomous enterprise. Ready to Build for Change®? Visit www.pega.com.

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Pega Smart Investigate Agentic Automation transforms payment investigations with advanced agentic capabilities that automate even more manual processes and enable increased straight-through processing of exceptions.