ServiceNow, a cloud-based platform that automates organisational processes, expands its five-year strategic alliance with Visa to transform payment services, adding dispute management tools to the service package.
ServiceNow announced that, within the enhanced collaboration strategy, Visa will use its dispute management tools and AI platform for business transformation to modernise dispute value‑added services, optimise expensive and time-consuming payment card dispute resolutions for clients, assist issuers in maintaining compliance, and enhance the overall cardholder experience.
First announced on Jan. 24, 2024, the initial phase of these two companies’ partnership includes launching the joint solution “ServiceNow Disputes Management, Built with Visa”, designed to streamline the dispute resolution process for financial institutions. In an update as of Jan. 29, 2025, ServiceNow revealed that Visa now plans to use the given solution to power Visa Dispute Management Service (VDMS) and Visa DPS Dispute Analysis and Support (DAS).
VDMS is an on-behalf dispute case management service where experienced dispute analysts help issuers handle disputes related to Visa transactions, optimise recoveries, decrease costs, and enhance customer relationships.
DAS, a part of the Dispute Analysis & Support team, facilitates the examination and resolution of complex dispute claims submitted by cardholders for DPS Financial Institution Clients. It ensures that disputes are managed in compliance with Visa’s respective rules and regulations and supports issuers throughout the dispute lifecycle.
With the help of the ServiceNow AI platform, Visa hopes to speed up the dispute resolution process, delivering unparalleled service and efficiency to customers while leveraging advanced risk management and compliance features within its dispute framework.
The strategic collaboration between the two firms integrates ServiceNow’s AI-driven platform and Financial Services Operations solution with Visa’s advanced technological investments. By combining their respective strengths, the partners aim to set a new standard in the payments industry, offering financial institutions sophisticated tools to boost employee productivity, deliver superior customer experiences, and drive business growth.
ServiceNow and Visa have also partnered with Skyflow, a security and privacy company focusing on modern AI data infrastructure, to enhance PCI compliance and safeguard cardholder account data throughout the dispute resolution process.
Today, dispute volumes are rising and becoming more complex due to the shift to online and contactless payments and the rise in alternative payment methods such as digital wallets, cryptocurrencies, and buy-now-pay-later (BNPL) services. Additionally, cybercriminals employ increasingly sophisticated techniques to conduct fraudulent transactions, which are harder to pinpoint. While dispute resolution becomes increasingly challenging, consumers still expect quick and seamless dispute resolutions, with delays or inefficiencies likely to erode customer trust and satisfaction. Therefore, advanced AI-driven solutions are critical to boost efficiency in this payment processing segment.
It was earlier reported that Visa is leveraging more than 500 apps based on generative artificial intelligence in its operations. The payment industry giant specifically praises the effectiveness of AI in combating fraud. In 2023 alone, the company claims to have blocked about 80 million fraudulent transactions totalling $40 billion.
