Visa launches new AI tools to manage the charge dispute process

Visa is launching six new tools using artificial intelligence to modernize the process of disputing credit card charges, 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The digital payments company said the tools are designed to reduce the costs and frustration of “outdated” dispute processes for multiple entities involved in the payments process: merchants, issuers and acquirers.

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

In 2025, Torre said, Visa processed more than 103 million charge disputes globally, marking a 35% increase since 2019.

“Our goal is to streamline this as much as possible,” Torre said. “We’d love to be able to see that growth rate come down.”

Visa’s new tools are part of a larger push by major banks and financial institutions to incorporate AI into their businesses — both internally and in consumer-facing applications. JPMorgan Chase and Goldman Sachs have both said they’re 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 insights to manage confusion over unfamiliar charges.

For example, Torre said, many disputes are borne out of cardholders not recognizing a specific charge on their statements. With the new tool, Visa will be able to provide further details to financial institutions to show cardholders that data at a deeper level, according to the company.

The other three tools are built for issuers and acquirers, using predictive AI models to aid in case-by-case analysis, analyzing documents for summaries and auto fill and establishing an AI-powered dispute platform to manage the entire process in one location, Visa said.

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

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

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

“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.”