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Travel Notification for Retail Banking Microjourney

Updated on February 27, 2020

As much as customers expect banks to keep their money safe, they also expect their money to be readily available when they need it. Traveling abroad is one of those times. Travel notification enables a bank to know when and where a customer is traveling so that they can adjust fraud monitoring and alerts accordingly and prevent shutdown of credit or debit cards. While simple in concept, this microjourney often needs to be supported in multiple channels to make it easy and convenient for customers. Out of the box, this microjourney is supported through web self-service, email, live chat, or phone. You can also configure text messaging and chatbot channels.

Business value

The Travel Notification for Retail Banking Microjourney™ improves service efficiency by enabling self-service and automated processing of email requests, thus making the process easy and satisfying for the customer.

Required application

  • Pega Customer Service™ for Financial Services 8.4

Personas and usage

  • Retail banking customer – notifies the bank with foreign travel plans
  • Customer service representative (CSR) – submits requests on behalf of the customer over a phone call, chat or email.

Channels and usage

Travel notification assumes that customers engage with their bank primarily through web self-service but also supports call center or live chat options.

You can also configure travel notification for straight-through processing of email requests from customers.

Stages and steps

The three stages of the case flow are shown in the figure below.

  1. Collect travel information – Captures the upcoming travel information from the customer.
    This information includes countries to which the customer is traveling, departure and return dates, and contact details during the travel period.
  2. Update records – Updates the travel information in the system of record.
  3. Resolution

Example usage

The following figure shows that the customer submits travel notification through the bank’s web self-service portal.

The following figure shows that the customer calls into the call center and requests the CSR to submit travel notification.

The following figure shows that the customer can notify travel plans through an email. You can configure Pega Email Bot to process the email requests automatically or route them to an appropriate work queue. A CSR picks up the request from the queue and updates the customer’s travel plans.

Enabling the microjourney

Travel notification is available and ready to use out-of-the box with no additional configuration. That said, it has an extension point for additional integrations described in the FAQs section of this document.


What are the common extensions?

This section lists and describes extension points in this microjourney that can add additional integrations in your implementations.

You can extend the SetPropertiesAndPerformCRUD activity, which is provided as an extension point, to plug in any REST connectors that create, retrieve, and update data from the appropriate data source.

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