1. Industries title Industry & Digital Expertise | Cognizant
  2. Gen & Agentic AI in Banking - Technology Solutions title Gen & Agentic AI in Banking - Technology Solutions | Cognizant
Disputes Management as a Service
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DISPUTES MANAGEMENT AS A SERVICE

Disputes lifecycle automation from intake to resolution

Cognizant and ServiceNow launch an AI-powered disputes management solution to help mid-market banks resolve disputes faster, improve compliance and elevate customer experience.

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<h3>AI-driven dispute resolution for seamless customer experience</h3> <p>Disputes management as a service (DMaaS) is an AI-powered business-process-as-a-service (BPaaS) solution for mid-market banks. Built on the ServiceNow platform and powered by Cognizant’s domain and operational expertise, DMaaS delivers end-to-end automation.</p> <h4><b>Key features:</b></h4> <ul> <li>Disputes management platform, covering chargebacks, claims, reconciliation and reporting</li> <li>Seamless integration with global payment networks, including Visa, Mastercard, American Express and others</li> <li>AI-driven workflows using agentic AI and generative AI (gen AI), reducing manual processing</li> <li>A single-experience layer to automate and orchestrate dispute resolution</li> <li>Omnichannel intake through web, mobile, chatbot and IVR</li> <li>Integrated compliance frameworks aligned with Reg II and industry mandates</li> <li>Event-driven architecture and real-time notifications for faster case resolution</li> </ul>
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Disputes management platform capabilities

Provides a comprehensive platform for dispute handling, including case intake, small-dollar write-offs, multichannel intake, chargeback processing (Visa/Mastercard), API integrations and gen AI-powered case summarization.

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Implementation of self-service and assisted IVR journeys

Enables customer-friendly dispute resolution via web/mobile self-service, orchestrated IVR call flows, chatbot journeys and streamlined customer communications to enhance engagement and reduce resolution time.

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Disputes operations

Covers managed services for disputes operations, including location-based operating models and full claims lifecycle: intake, investigation, provisional credit, representments, arbitration and reconciliation.

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Experience the power of AI-powered dispute management BPaaS solution

The disputes management BPaaS solution from ServiceNow and Cognizant enhances operational efficiency, compliance and customer satisfaction for mid-market banks. Let’s look at a use case.

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End-to-end disputes resolution framework

We define the most effective modernization roadmap for your needs while integrating technology, analytics and managed services—to optimize compliance, reduce costs and elevate customer experiences.

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Take the first step

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities in banking BPO services is vast and growing.

Let’s talk about how digital can work for your business.

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