Visa Inc. signage on the floor of the New York Stock Exchange (NYSE) in New York, US, on Wednesday, Jan. 28, 2026.<\/p>\n
Michael Nagle | Bloomberg | Getty Images<\/p>\n
Visa<\/a> is launching six new tools using artificial intelligence to modernize the process of disputing credit card charges, the company told CNBC exclusively.<\/p>\n The digital payments company said the tools are designed to reduce the costs and frustration of “outdated” dispute processes for multiple entities involved in the payments process: merchants, issuers and acquirers.<\/p>\n “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.”<\/p>\n In 2025, Torre said, Visa processed more than 106 million charge disputes globally, marking a 35% increase since 2019. <\/p>\n “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.”<\/p>\n Visa’s new tools are part of a larger push by major banks and financial institutions to incorporate AI into their businesses \u2014 both internally and in consumer-facing applications. JPMorgan Chase<\/a> and Goldman Sachs<\/a> have both said they’re already using AI to hire fewer people<\/a>. BNY spent $3.8 billion<\/a> on technology in 2025, or about 19% of its revenue.<\/p>\n 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n “We’ll be able to get them insights and data so they can move from being reactive to proactive,” Torre said. <\/p>\n 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. <\/p>\n 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.<\/p>\n “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.”<\/p>\n