Visa Launches Six AI Tools to Streamline Charge Disputes
Visa is deploying six artificial intelligence tools designed to reduce costs and manual work in the charge dispute process for merchants, banks, and payment processors. The company disclosed the initiative exclusively to CNBC on Wednesday.
Visa processed 106 million disputes globally in 2025, a 35% increase since 2019. Andrew Torre, Visa's president of value-added services, said the company wants to reverse that growth trajectory by automating outdated back-office systems.
"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."
Tools for Merchants
Three tools target merchants directly. One allows them to address disputes before they escalate by providing cardholders with deeper detail on charges they don't recognize-a primary source of disputes.
A second tool generates AI responses to manage disputes automatically. The third offers enhanced order insights to reduce confusion over unfamiliar charges.
Tools for Banks and Processors
The remaining three tools serve issuers and acquirers. They use predictive models for case analysis, automatically summarize and populate documents, and provide a centralized AI-powered platform to manage disputes from start to finish.
Torre said the tools shift institutions from reactive to proactive dispute management. "We'll be able to get them insights and data so they can move from being reactive to proactive," he said.
Part of Broader Financial Services Shift
Visa's move reflects a wider adoption of AI across major financial institutions. AI for Finance has become a priority for firms managing operational costs and efficiency.
JPMorgan Chase and Goldman Sachs have disclosed using AI to reduce hiring. Bank of New York Mellon spent $3.8 billion on technology in 2025, representing 19% of its revenue.
Most of Visa's new tools will be available later this year. The company also announced a subscription manager last week that lets cardholders cancel unwanted subscriptions directly through their payment platforms.
Torre said the AI Agents & Automation approach saves time and reduces confusion for both merchants and cardholders. "We really believe that disputes in this solution makes it much easier to manage and resolve," he said. "We think it has better outcomes for everyone."
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