Visa Unveils AI-Powered Tools to Streamline Credit Card Dispute Management

Visa has introduced six new artificial intelligence (AI) tools designed to modernize the credit card charge dispute process, the company announced exclusively to CNBC. The tools aim to address the inefficiencies and high costs associated with traditional, manual dispute resolution methods, which involve multiple parties including merchants, issuers, and acquirers. According to Andrew Torre, Visa's president of value-added services, the company processed over 103 million charge disputes globally in 2025, a 35% increase since 2019. 'Some of the challenges are these back-office systems are still largely manual,' Torre said. 'We really had to think differently about how we approach this at scale.' The new AI tools are part of a larger industry shift toward leveraging artificial intelligence in financial services. Major banks such as JPMorgan Chase and Goldman Sachs have already begun using AI to reduce staffing needs, while BNY spent $3.8 billion on technology in 2025, or about 19% of its revenue. Visa's tools are designed to streamline dispute resolution by automating key processes. Three of the six tools focus on merchants, enabling them to address potential disputes proactively by providing generative AI responses and detailed order insights. This is intended to reduce confusion over unfamiliar charges, a common cause of disputes. The remaining three tools are tailored for issuers and acquirers, utilizing predictive AI models for case analysis, document summarization, and an AI-powered platform to centralize dispute management. Visa's initiative also aligns with its broader consumer-focused innovations, such as a subscription manager launched last week that allows cardholders to cancel unwanted subscriptions directly. The automation of dispute resolution is expected to save time and reduce costs for both financial institutions and consumers. Most of the tools will be available later this year, according to the company. 'We really believe that disputes in this solution makes it much easier to manage and resolve,' Torre said. 'We think it has better outcomes for everyone.'