- What does self-service mean for businesses, and which channels matter most?
- Where does AI add real value in payment exceptions, and where do simpler approaches win?
- How can banks make sure self-service leads to faster resolutions, not just a new inbox?
When a cross-border payment goes wrong, the experience for businesses is often slow and opaque. Most inquiries boil down to a single question: ‘Where is my payment?’ And yet, many still reach the bank by email or phone and wait in a queue. Retail customers, meanwhile, can already raise and track claims within their banking applications. For businesses that level of service is an exception.
Self-service is broader than any single channel or technology. It spans real-time payment tracking and proactive alerts that stop an inquiry before it is raised; simple requests launched and addressed in context; and machine-to-machine connections from clients’ own treasury systems. Playing an important role here is AI. Large language models can interpret free-text emails and unstructured documents, while AI agents can autonomously gather data, triage cases, and analyse information behind the scenes to flag anomalies. Yet often, the most effective solution is a well-designed, structured journey.
However, self-service is only as good as what happens next. Without a single case behind every channel and an operations team able to resolve it quickly, self-service just moves the queue to a new inbox. Banks that connect client-facing channels with streamlined back-office investigations can turn servicing into a real differentiator. The same approach extends beyond payments, into client servicing as a whole.
Sign up for this Finextra webinar, hosted in association with Pega, to hear our panel of experts discuss how banks can make self-service work – and use AI where it actually helps.
Speakers
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Joerg Reuter
Specialist Solutions Consultant, Pegasystems