Discover the first end-to-end disputes management workflow brought to you by the ServiceNow AI Platform and Visa
ServiceNow Disputes Management Overview Getting Started
Product ServiceNow Disputes Management, Built with Visa Resolve card and non‑card disputes with AI‑powered workflows. Deliver consistent, automated, and compliant results without leaving the ServiceNow AI Platform. Watch Demo
How does ServiceNow Disputes Management, Built with Visa, work? Customers can resolve disputes via AI-powered self-service, contact center, or branch. Real-time Visa, Mastercard, and core banking integrations deliver automated credits, card blocks, and chargebacks.
Benefits of ServiceNow Disputes Management, Built with Visa Increase card and account holder satisfaction Simplify dispute resolution with 24/7 AI self-service or live CSR support, complete with full context and the tools to take action. Video CTA Reduce costs with AI-powered dispute resolution Speed dispute resolution with AI Agents that automate write-offs, fraud screening, and win more chargebacks with purpose-built processes. Video CTA Improve compliance and auditability Resolve disputes that meet Reg E and Z requirements, secure data with PCI compliance, and provide full dispute visibility for operators and auditors. Video CTA Transform with a single platform Unite AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency. Video CTA Explore Platform
Use cases for ServiceNow Disputes Management, Built with Visa AI Agents for Disputes
Deploy AI agents purpose-built for dispute management Let AI agents prompt your employees with next steps, deflect dispute cases that do not meet network or issuer policies for eligibility, draft emails to customers, and more.
Related links ServiceNow AI Agents
Real-Time Integrations
Resolve disputes with real-time integrations Manage disputes aligned to Visa, Mastercard, and NACHA. Pull in account details and issue credits with integrations to core banking systems.
Related links Workflow Data Fabric
Dispute Resolution Workflows   
Deploy end-to-end dispute resolution workflows Take dispute cases from intake, to investigations, chargebacks, and closure all on one platform. Increase the amount of dispute inquiries that are resolved through straight-through processing.
Related links Playbooks
Omnichannel Disputes Support
Deliver 24/7 omnichannel support Enable your customers to get disputes support from anywhere, at anytime. They can self-serve with 24/7 access to an AI virtual agent or call into the contact center.
Related links Customer Service Management
Built-In Compliance Protocols
Stay audit ready Automatically adhere to US dispute resolution regulations for case SLAs, issuing provisional credits, thorough customer communication, and more. Demonstrate compliant operations through end-to-end audit trails.
Related links Process Mining
Process Operations
Improve dispute resolution and reporting View purpose-built dispute reports for average handling time, chargeback codes, case trends, and more. Standardize dispute resolutions with an advanced knowledge base, preconfigured with NACHA operating guidelines.
Related links Knowledge Base
Blackhawk projects a 45% increase in automated responses with AI Read Case Story
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Frequently asked questions Expand All Collapse All What is an AI agent?
ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions, and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as summarizing key case details, to more complex tasks such screening dispute cases for friendly fraud using Visa policy guidelines.
How is AI being governed at ServiceNow?
We’re developing AI that is open, transparent, accountable, and human-centric. Our rigorous internal processes and the built-in guardrails of the ServiceNow AI Platform bolster security, reliability, and trust. Take a look at the ServiceNow commitment to responsible AI here.
What is the ServiceNow AI Platform?
The ServiceNow AI Platform is the cloud-based foundation for all ServiceNow products. It connects and automates business workflows across the enterprise using one architecture, one data model, and a collection of AI capabilities, business applications, and low-code/no code development tools. ServiceNow Disputes Management, Built with Visa, is built on the ServiceNow AI Platform and inherits all of the powerful platform capabilities, and then also includes purpose-built applications, workspaces, integrations and more that are specific to banking. Learn More
What is the role of AI in disputes management?
AI plays a significant role in the banking industry and is becoming more and more crucial for banks and fintechs to embrace in order to operate effectively and efficiently. For example, AI can be used to draft dispute resolution emails back to customers or triage incoming cases for support. AI can also be used to intake customer service requests from customers through self-service. There are many other examples of how AI can help provide frictionless customer experiences in card and payment operations.
How can I get ServiceNow AI Agents?
ServiceNow AI Agents are embedded in the ServiceNow AI Platform so they are business-ready from day one. AI agents collaborate across every department, making use of your existing workflows and data to solve complex business problems. You can build custom AI agents using natural language in AI Agent Studio or deploy prebuilt AI agents for disputes management, all secured and governed by ServiceNow AI Control Tower. 
Talk to an expert Connect with our product experts to arrange a custom demo. See how ServiceNow Disputes Management, Built with Visa can work in your environment. Schedule Demo
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