How a Global Investment Bank Reduced Decision Latency by 73% Using Pega Infinity AI

Overview

A global investment bank operating across 40+ markets was losing competitive ground on a problem that had nothing to do with its products or pricing. Its credit decisioning process - the workflow that determines whether to approve, decline, or escalate a client credit request - was taking an average of 3.2 business days from submission to decision.

In a market where clients expect same-day responses and competitors were already delivering them, 3.2 days was more than a process problem. It was a commercial liability. The bank's relationship managers were losing deals at the proposal stage, not because the credit terms were wrong, but because the answer came too late.

Codeless IQ was engaged to redesign the credit decisioning workflow on Pega Infinity, embedding AI-driven decisioning, GenAI-powered document intelligence, and intelligent case orchestration to fundamentally transform how the bank processed credit requests - without compromising the rigour its risk framework demanded.

Our Solution

Codeless IQ redesigned the end-to-end credit decisioning process on Pega Infinity, deploying a layered AI architecture that combined Pega's native AI capabilities with GenAI document intelligence to automate the high-volume, rule-bound elements of the process while keeping human judgement at the centre of complex decisions.

The first layer was intelligent data assembly. Using Pega's integration framework and AI-powered data orchestration, the solution automatically pulled client data from all seven source systems the moment a credit request was submitted - eliminating the manual data gathering phase that had previously taken an average of 18 hours.

The second layer was GenAI document intelligence. Financial statements, credit memos, and supporting documentation were processed by a GenAI model integrated into the Pega workflow, which extracted key financial metrics, flagged anomalies, and generated a structured credit summary for the risk analyst - reducing document review time from an average of 4 hours to under 20 minutes per request.

The third layer was Pega's Next-Best-Action decisioning engine, configured with the bank's credit risk framework to generate an AI-recommended decision - approve, decline, refer, or escalate - with a confidence score and full reasoning trail for every request. The recommendation was presented to the risk analyst as a starting point, not a final answer, preserving human oversight while eliminating the time spent on initial assessment.

The fourth layer was intelligent case orchestration. Pega's case management framework automatically routed each request based on its complexity, value, and risk profile - simple, low-risk requests following a streamlined fast-track path, complex or high-value requests routed directly to senior analysts with the full AI-generated briefing pre-populated.

Throughout, every AI recommendation, every automated action, and every human override was captured in a complete, immutable audit trail - giving the compliance team the explainability documentation they needed without any additional manual effort.