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Disputes Management as a Service
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AI-driven dispute resolution for seamless customer experience

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.

Key features:

  • Disputes management platform, covering chargebacks, claims, reconciliation and reporting
  • Seamless integration with global payment networks, including Visa, Mastercard, American Express and others
  • AI-driven workflows using agentic AI and generative AI (gen AI), reducing manual processing
  • A single-experience layer to automate and orchestrate dispute resolution
  • Omnichannel intake through web, mobile, chatbot and IVR
  • Integrated compliance frameworks aligned with Reg II and industry mandates
  • Event-driven architecture and real-time notifications for faster case resolution
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.