Coforge Speeds Up AI-driven ServiceNow Dispute Management for Financial Services
Coforge Limited (NSE: COFORGE), a global digital services provider, has successfully implemented ServiceNow’s AI-powered Financial Services Operations (FSO) Dispute Management module. This follows Coforge’s recent launch of a Generative AI Center of Excellence in collaboration with ServiceNow, blending Coforge’s AI framework with ServiceNow’s advanced AI tools to foster innovation.
Transaction disputes remain one of the most demanding and customer-sensitive tasks in financial services. ServiceNow’s FSO Dispute Management solution automates workflows, increases transparency, and ensures compliance at scale. This enables financial institutions to streamline dispute resolution processes efficiently.
AI Enhances Dispute Resolution Efficiency
The dispute management module integrates AI and generative AI features such as case summarization and real-time analytics. These capabilities speed up dispute resolution and improve accuracy, resulting in better operational performance and enhanced customer experience through timely, precise responses.
Coforge’s expertise in financial and banking operations, along with its familiarity with regulatory and business requirements, strengthens the implementation of this solution. The company’s track record in deploying ServiceNow’s FSO Dispute Management module underscores its leadership in this area.
New Tools for Effective Dispute Management
Coforge is expanding its service offerings with accelerators including:
- DisputeXelerate: A self-managed, frictionless dispute resolution tool.
- DisputeManage.AI: An experience transformation solution that goes beyond optimizing processes.
These tools address diverse needs within financial institutions, ensuring dispute management is both efficient and effective.
Proven Success with Blackhawk Network
Coforge, an Elite Partner of ServiceNow, boasts over 1,500 full-spectrum certifications and more than 400 ServiceNow experts, including 110+ certified FSO specialists. A recent milestone is the Phase 1 implementation for Blackhawk Network (BHN), a global fintech leader in branded payment solutions.
This project marks a significant advancement in digitizing and scaling BHN’s dispute management workflows, enhancing agility and operational efficiency.
Ashish Kumar, Head of CIMS at Coforge, stated, “We are thrilled to partner with ServiceNow and BHN to deliver a best-in-class dispute management solution. This implementation reinforces Coforge’s commitment to leveraging advanced ServiceNow capabilities to solve complex challenges in financial services and empower clients with efficient, scalable workflows.”
Pedro David Reyes, Sr. Director, Customer Service Operations at BHN, commented, “Partnering with Coforge and ServiceNow has streamlined our operations and improved our ability to address customer concerns promptly and effectively. The dedication exhibited by Coforge was truly exemplary. We are already seeing improvements in customer satisfaction and operational efficiency.”
Angie Campos, Financial Services US at ServiceNow, added, “This successful implementation highlights the strength of ServiceNow’s Financial Services Operations platform. We are delighted to work with Coforge and BHN to help BHN achieve its objectives and provide outstanding value to its customers.”
About Coforge
Coforge is a global digital services and solutions provider focused on delivering real-world business impact. The company combines deep industry knowledge with emerging technologies like AI, cloud, data, integration, and automation to transform businesses into intelligent, growth-oriented enterprises.
With 30 global delivery centers across 23 countries, Coforge partners with leading technology platforms to support clients in their transformation efforts. Learn more at www.coforge.com.
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