Visa launches new AI tools to manage the charge dispute process

Visa The company will launch six new tools that use artificial intelligence to streamline the credit card charge dispute process, the company told CNBC exclusively.

The digital payments company said the tools are designed to reduce the costs and frustration of “outdated” dispute processes for the multiple organizations involved in the payment process – merchants, issuers and buyers.

“Some of the challenges are that these back-office systems are still largely manual,” Andrew Torre, Visa’s head of value-added services, told CNBC. “We really had to think differently about how to approach this at scale.”

In 2025, Visa resolved more than 106 million fee disputes worldwide, marking a 35% increase since 2019, Torre said.

“Our goal is to make this as easy as possible,” Torre said. “We would love to see the growth rate decline.”

Visa’s new tools are part of a larger effort by major banks and financial institutions to incorporate AI into their businesses, both internally and in consumer-facing applications. JPMorgan Chase And Goldman Sachs Both said they were already using AI to hire fewer people. BNY spent $3.8 billion on technology in 2025, or about 19% of its revenue.

Visa said three of its six new tools focus on merchants, allowing them to address potential disputes before they escalate, managing disputes with generative AI responses and providing a deeper level of detail on order information to manage confusion around unusual charges.

For example, Torre said many disputes arise because cardholders do not acknowledge a certain charge on their statements. According to the company, with the new tool, Visa will be able to provide more detail to financial institutions to show this data to cardholders at a deeper level.

Visa said the other three tools were built for issuers and acquirers, using predictive AI models to help with case-by-case analysis, analyzing documents for summaries and auto-fill, and creating an AI-powered dispute platform to manage the entire process in one place.

“We will be able to get them insight and data so they can move from being reactive to being proactive,” Torre said.

Torre said Visa’s new AI tools are part of a broader range of solutions for consumers, including a subscription manager announced last week that allows cardholders to cancel unnecessary subscriptions directly from the admin.

He added that automation will save both parties time, money and unnecessary confusion. The company said most of the tools will be generally available later this year.

“We really believe that this solution makes managing and resolving disputes much easier,” Torre said. “We think it has better outcomes for everyone.”