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.
The following figure shows and example of the Fee Inquiry Microjourney workflow, using the Intelligent Virtual Assistant:
‡‡ Requires the Customer Decision Hub application, along with Financial Services and Collections for Financial Services components from Pega Marketplace.