Banks no longer view disputes as mere operational headaches, but as a critical moment of customer engagement and risk management, according to Liz Chaffin is Vice President in Product Over Post Purchase at Visa. “This year, we will be introducing tools that are less agentic and more predictive, including for use in big-model scoring. For instance, the technology will provide an AI score that can provide the likelihood of success along each stage of a dispute process and for both sides of dispute process. We see potential for time and cost savings, as well as a way to cut down on human error. Financial institutions may also use AI to prioritize cases, focusing on high-value disputes or those with a high probability of resolution. A cost-benefit analysis can help banks make smarter decisions and reinvest savings into better technology and training. To reduce operational costs, it’s important for us to have a unifying solution—a dashboard—organized around dispute resolution. This way, we do not have to play Whack-a-Mole, or be forced into a new way of addressing fraud or dispute issues each time a new way of moving money is introduced followed by a new way to exploit that digital access, says Janna Wagoner is Senior Vice President, Technology Transformation Director, at Fifth Third Bank. Our all-in-one disputes framework replaces a legacy system that was more fragmented. The new platform allows us to adapt quickly to the evolving fraud landscape. Partnering with technology vendors who bring global market intelligence helps us stay ahead—they offer insights drawn from a broad dataset across institutions, which is invaluable in identifying trends and shaping proactive responses. Our current platform supports a guided workflow tailored to the sensitive nature of disputes. Our previous tool allowed us to ask all these questions, so we went a little compliance-heavy, toward pretty intrusive details because that’s how we interpreted it. The new approach strikes a better balance—it meets regulatory needs while improving the experience for both customers and employees. In the context of disputes, we’re using AI primarily within workflow tools to streamline operations. That said, the nature of disputes still demands a human touch. While AI can support efficiency, the emotional and financial sensitivity of these interactions means human judgment remains essential. A customer-centric dispute process not only fasttracks resolutions and improves CX, but it also benefits banks in so many other ways we touched on, like reducing costly contact center volumes, boosting employee productivity, and ensuring compliance.