Visa launches new AI tools to manage the charge dispute process
In a significant move towards modernizing the payments landscape, Visa has announced the launch of six new artificial intelligence (AI) tools aimed at improving the charge dispute process. This initiative is designed to address the challenges faced by various stakeholders in the payments ecosystem, including merchants, issuers, and acquirers.
The Need for Modernization
Visa’s decision to introduce these AI tools comes in response to the rising number of charge disputes. In 2025, the company processed over 106 million disputes globally, reflecting a 35% increase since 2019. Andrew Torre, Visa’s president of value-added services, highlighted the outdated nature of many existing back-office systems, which still rely heavily on manual processes. He stated, “We really had to think differently about how we approach this at scale.”
Overview of the New AI Tools
The six AI tools launched by Visa are tailored to streamline the dispute management process. They are divided into two main categories, focusing on merchants and issuers/acquirers respectively.
Tools for Merchants
- Proactive Dispute Management: These tools enable merchants to identify and address potential disputes before they escalate, thereby reducing the overall number of disputes.
- Generative AI Responses: Merchants can utilize AI-generated responses to manage disputes more effectively, enhancing communication with cardholders.
- Order Insights: This tool provides merchants with detailed insights into orders, helping to clarify unfamiliar charges that may lead to disputes.
For instance, Torre explained that many disputes arise when cardholders do not recognize specific charges on their statements. The new tools will allow Visa to provide financial institutions with deeper data, helping to resolve confusion and prevent disputes from occurring.
Tools for Issuers and Acquirers
- Predictive AI Models: These models assist issuers and acquirers in analyzing disputes on a case-by-case basis, enabling more informed decision-making.
- Document Analysis: This tool automates the summarization and autofill of documents related to disputes, streamlining the process significantly.
- AI-Powered Dispute Platform: An all-in-one platform designed to manage the entire dispute process, allowing issuers and acquirers to handle disputes in one centralized location.
Torre emphasized that these tools will empower financial institutions to shift from a reactive to a proactive approach in managing disputes, ultimately leading to better outcomes for all parties involved.
Broader Implications of AI in Financial Services
The introduction of these AI tools by Visa is part of a larger trend among major banks and financial institutions to leverage artificial intelligence in their operations. Companies like JPMorgan Chase and Goldman Sachs have begun utilizing AI to optimize their workforce, while BNY Mellon invested approximately $3.8 billion in technology in 2025, representing about 19% of its revenue.
Visa’s new AI tools are not only aimed at improving dispute management but are also part of a broader suite of solutions designed for consumers. Recently, Visa announced a subscription manager that allows cardholders to cancel unnecessary subscriptions directly through the platform, further simplifying financial management for users.
Expected Launch and Future Developments
Most of Visa’s new AI tools are expected to be generally available later in 2026. Torre expressed confidence in the potential of these solutions, stating, “We really believe that disputes in this solution make it much easier to manage and resolve. We think it has better outcomes for everyone.”
Conclusion
Visa’s launch of AI tools to manage charge disputes marks a significant step forward in the evolution of payment processing. By addressing the inefficiencies of traditional dispute management systems, Visa aims to enhance the experience for merchants, issuers, and cardholders alike. As financial institutions continue to embrace AI, the landscape of banking and payments is set to become increasingly efficient and user-friendly.
Note: The information presented in this article is based on the latest updates from Visa as of April 2026 and is subject to change as new developments arise in the financial technology sector.
