Driving Operational Excellence to Meet Customer Demands in an Era of Instant Payments

In 2023, real-time payment transactions surged to a record 266.2 billion and they are projected to reach 575.1 billion by 2028. However, the shift towards instant payments has brought significant challenges for financial institutions, particularly in managing payment exceptions and investigations.

The advent of instant payments has reshaped the financial landscape, emphasizing speed and convenience. Countries like India and Brazil are leading the charge with robust adoption rates due to merchant incentives and mobile wallet use. However, instant payments present challenges for financial institutions, particularly in managing payment exceptions and investigations (E&I). Effective E&I management is crucial for operational efficiency and financial stability.

The surge in instant payments has complicated managing payment exceptions, leading to delays, additional costs, and customer dissatisfaction. Exception management is often labor-intensive and time-consuming. Automation and advanced technologies like AI are essential, offering integrated workflows that streamline exception handling and provide valuable analytics. Embracing these technologies will enhance operational excellence in the instant payment era.