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Fee Inquiry Microjourney

Updated on January 7, 2022

The Fee Inquiry Microjourney™ supports both inquiries about why a fee has been charged, as well as whether a fee can be waived. The Microjourney supports scenarios that are entirely end-to-end self-service, and self-service with escalation to a live agent, and a call center. The Fee Inquiry Microjourney delivers consistency, efficiency, and improved customer experience by using a thoughtful combination of real-time model based decisioning (optional‡‡), workflow automation, and conditional channel routing.

Pega Customer Service for Financial Services Product Overview

The following figure shows and example of the Fee Inquiry Microjourney workflow, using the Intelligent Virtual Assistant:

Fee inquiry using the Intelligent Virtual Assistant
Fee inquiry example using the Intelligent Virtual Assistant

‡‡ Requires the Customer Decision Hub application, along with Financial Services and Collections for Financial Services components from Pega Marketplace.

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