A Visa Inc. sign on the floor of the New York Stock Exchange (NYSE) on Wednesday, January 28, 2026 in New York, USA.
Michael Nagle | Bloomberg | Getty Images
visa is releasing six new tools that use artificial intelligence to modernize the credit card charge dispute process, the company exclusively told CNBC.
The digital payments company said these tools are designed to reduce the cost and frustration of “outdated” dispute processes for the multiple actors involved in the payment process (seller, issuer, acquirer).
“Part of the challenge is that back-office systems are still largely manual,” Andrew Torre, Visa’s president of value-added services, told CNBC. “We had to think completely differently about how to approach this at scale.”
In 2025, Visa will handle more than 106 million claim disputes worldwide, a 35% increase from 2019, Torre said.
“Our goal is to streamline this as much as possible,” Torre said. “I would like to see the growth rate slow down.”
Visa’s new tools are part of a larger push by major banks and financial institutions to embed AI into their businesses, both internally and in consumer-facing applications. JP Morgan Chase and goldman sachs Both companies said they are already using AI to reduce headcount. BNY spent $3.8 billion on technology in 2025, representing about 19% of its revenue.
Visa says three of the six new tools are merchant-focused, allowing merchants to address potential disputes before they escalate, manage disputes with generated AI responses, and provide a greater level of granularity on order insights to manage confusion around unfamiliar charges.
For example, Torre said many disputes stem from cardholders not recognizing specific charges on their statements. The company says this new tool will allow Visa to provide more detailed information to financial institutions and present that data to cardholders at a deeper level.
The remaining three tools are built for issuers and acquirers and establish an AI-powered disputes platform that uses predictive AI models to support case-by-case analysis, analyzes documents for summarization and autofill, and manages the entire process in one place, Visa said.
“We can provide them with insights 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 solution for consumers, including Subscription Manager, which was announced last week and allows cardholders to cancel unwanted subscriptions directly in Manager.
Automation saves time and money and reduces unnecessary confusion for both parties, he added. The company says most tools will be generally available later this year.
“We truly believe that this solution will make conflict management and resolution much easier,” Torre said. “We think it will lead to better outcomes for everyone.”
