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.

The following figures show the steps involved in the Change PIN process using a Web chatbot in the self-service portal of a bank. The same conversation can also take place over Digital messaging channels such as WhatsApp and Facebook Messenger.