Visa deploys GenAI to automate dispute resolution, cutting costs and improving fraud detection across payments workflows.
Visa is expanding GenAI across its dispute resolution systems. Payment disputes are rising sharply, reaching over 100 million cases annually. These processes remain manual, slow, and fragmented. This creates high costs, delayed resolutions, and increased fraud risk across the ecosystem.
The key challenge is complexity across stakeholders. Issuers, merchants, and acquirers rely on disconnected systems. Reviewing documents and evidence takes time and human effort. Fraud signals often go unnoticed due to data overload. Traditional systems cannot scale with growing transaction volumes and dispute cases.
Visa applies GenAI to automate and streamline these workflows. Tools like document analyzers summarize case files and extract key details instantly. GenAI generates responses for dispute claims and predicts win probabilities. This reduces manual effort while improving decision accuracy and consistency.
The system also enables earlier intervention. Disputes can be identified and resolved before escalation. Shared evidence tools improve transparency across participants. As a result, businesses reduce unnecessary claims and fraud losses. Operational efficiency improves, allowing teams to focus on higher-value tasks.
Why it matters
GenAI is transforming dispute resolution into a proactive, data-driven workflow.
• Automates document review and response generation, reducing manual workload
• Improves fraud detection through predictive insights and structured data extraction
• Enables early dispute resolution, lowering costs and improving customer experience
This case reflects a broader enterprise problem: how to manage high-volume, multi-party workflows with accuracy, speed, and fraud control using GenAI.
