AI-driven dispute management: Faster resolutions, better outcomes
The financial services industry faces a surge in dispute volumes due to increased digital adoption and complex fraud patterns that are harder to detect. Strict regulatory requirements for timely resolution and manual, agent-intensive operations add to the challenges. Genpact's Dispute Management uses an AI-first approach and advanced analytics to automate key steps, enabling faster claims resolution, high first-time-right outcomes, and improved customer experience.
Straight-through processing (STP) of dispute claims enables faster end-to-end resolution of claims.
Delight your customers with up to
25%
reduction in end-to-end claim resolution timelines
Connect siloed systems with an automated workflow designed to accelerate the dispute resolution process.
Accelerate resolutions and achieve up to
50%
50% reduction in operational costs
Our solutions are tailored for network providers, leading to minimal repeat contact and enabling faster processing of claims.
Make every second count and achieve up to
25%
faster refunds with our solutions
We provide agentic, standardized dispute intake, real-time claims visibility, shorter resolution times, and fewer rebuttals.
AI-first dispute processes deliver around a
15%
15% or more boost in customer satisfaction
Our solution has real-time claim visibility that provides agents with insights to prioritize and close claims.
AI orchestration and automation to drive higher STP
AI-driven orchestration enables STP by enriching claims, applying business rules, and integrating with card networks. This automation addresses key challenges:
Manual case creation and credit computation
Lack of standardized decision criteria
Dispute misrouting due to process variation
Manual staffing and task allocation
Missed deadlines during high volumes
Error-prone document uploads and chargeback analysis
Limited card network integration causing delay
Embed automated workflows and agent-assist modules for lower cost of operations
Our solution automates key components of dispute management, empowering agents through assistive modules for faster decision-making with less manual effort. Key capabilities include:
Intelligent work allocation by role, skill, and urgency
Automated refund decisioning
Automation of card blocking, reissuance, accounting, and payment stoppages
Analysis of unstructured merchant data
Predictive decisioning and case summarization
Seamless card network integration
Chargeback cost optimization
Standardized, digital case intake processes lead to downstream efficiencies
Our solution is designed to deliver faster resolution times through intuitive claim intake, agentic AI-driven processing, and exception handling. Key features include:
Intuitive claim intake questionnaires designed to enable automation and maximize chargeback recovery
Agentic AI-powered online and mobile banking interfaces for claim submission, status tracking, and document uploads
Exception-based work queues that capture and route cases that require manual intervention due to STP fallouts
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