The Change PIN Microjourney™ in Pega Customer Service™ for Financial Services enables customers to securely choose and establish a card PIN that can be used immediately.  Additionally, customers can extend this Microjourney to meet their specific business needs.

• Business value
• Personas, channels, and use cases
• Chatbot example
• Stages and steps
• Data model
• Enabling and extending the Microjourney

Business value

Cardholders occasionally forget their card PIN. Instead of waiting for a PIN mailer, cardholders can immediately select a new PIN by interacting with a chatbot or by using an IVR-IVA channel to go through a two-factor authentication process and choose a new PIN. Built using Pega’s Center-out™ business architecture, the conversational flow is the same for both chatbot and IVR-IVA channels. Cardholders who know their PIN can also use this process to choose a new PIN. To prevent internal fraud, there is no assisted channel version of this Microjourney. After a successful PIN change, cardholders receive a confirmation email. 

Personas, channels, and use cases

The following table shows the personas, channels, and use cases that are pre-configured for this Microjourney. Your Microjourney might also support other channels. For information about the interaction channels that Pega Customer Service supports, see Additional interaction features. 

Chatbot example 

This section illustrates the steps involved in the Change PIN process using Web chatbot in the Self-service portal of a bank. The same conversation can also take place over Digital messaging channels such as Twitter, WhatsApp, and Facebook Messenger. 

1. The customer initiates the conversation to change their PIN:
    
   
   
2. The chatbot asks for authentication (if not authenticated previously) and the customer enters their credentials to log in.
3. After successful authentication, the chatbot initiates the Change PIN process and presents the customer with the option to either proceed with the current PIN, or use a one-time code:
    
   
   
4. In the following example, the customer asks the chatbot to send a one-time code. The chatbot sends the code to the customer's email, and the customer responds with the code:
    
   
   
5. The chatbot asks for and confirms the new PIN, and the customer enters and confirms the new PIN:
    
   
   
6. The chatbot confirms the successful PIN change:
    
   
   

Stages and steps

The following figure shows the stages and steps in the Change PIN case type that is designed for this Microjourney. The project team can modify and extend most areas of this Microjourney in App Studio, making it easier to deploy.

Stages and steps

1. Eligibility - Determines if the case can run, or if it requires additional verification. This stage is disabled out-of-the-box. For more information about the new case template and how to enable this stage, see the Pega Customer Service Implementation Guide.
2. Intake stage - Most of the Microjourney happens in this stage where the customer is verified either by using an existing PIN, or using a one-time code. The new PIN is entered and set. 
3. Process request - This stage is a placeholder and extension point for any additional processing steps.
4. Resolve - The last stage of the case. This stage is used to send resolution notifications.

Personas

Customer - The end user who wants to change their card PIN using a chatbot or the IVA-IVR channel.

Data objects

• General Account - Object for the card account.
• Parties - Object for the customer.

Data model

Use the Data model page in App Studio to quickly view and understand the relationship between all data objects in the application. You can add, update, and delete data objects without exiting the visual data model. For information about the Data model, see Data modeling. For information about connecting to external data entities, see Managing data and integrations with the Integration Designer.  

Enabling and extending the Microjourney

Extension points make it easier to configure this Microjourney to meet your specific business needs, and to upgrade it in the future. The Change PIN Microjourney is designed for common Financial Services and credit card scenarios, and enables you to use extension points or data pages to customize this Microjourney for these use cases. 

Initializing data for Change PIN

Use the InitializeDataForCase Data Transform rule as an extension point to initialize the following data for the Change PIN process: 

• Card Account Number 
• Customer Email 
• PIN attempts left 

By default, the number of PIN attempts left is set to 3. However, you can set it for any system that keeps track of the counter. 

Validating the current card PIN

Override the IsPinValid When rule to modify the condition to validate the PIN that the customer entered for authentication. 

Using two-factor authentication

Pega does not provide two-factor authentication. You can override the ProcessTwoFactorAuthentication Flow rule to customize and use any third-party authentication process. Alternatively, if you want to customize only the logic to generate the one-time code, then override the SendGeneratedOTP Activity rule. 

Changing the PIN configuration

Use the following Change PIN Settings configuration set in App Studio (App Studio > Settings > Configurations > Change PIN Settings) to change the PIN configuration to always use two-factor authentication, and to set the minimum required PIN length:

For more information about configuration sets, see Creating a configuration set.