We’re using AI to process your corporate card disputes faster. Here’s how.

At Airwallex, we’re constantly implementing new technologies to better serve our customers. That’s why we’re excited to share how AI is helping us submit your Airwallex Corporate Card disputes to VISA even faster.

Managing chargebacks can be time-consuming and inflexible. When a customer disputes a transaction, it triggers a complex process between the cardholder, card issuer, merchant, and payment networks. That’s why it’s important to partner with a provider that can handle disputes quickly and easily for you.

We’re now using artificial intelligence (AI) to manage 100% of our clients’ card transaction disputes, saving nearly half the time it takes to submit disputes manually. Read on to find out how our tool works, and how we’re using it to process your card issuing disputes even faster.

The challenges of resolving card issuing disputes

As a card issuer and card payment processor, we're familiar with dispute handling. Here are some of the typical challenges our teams face with disputes on Airwallex-issued cards.

• Processing disputes can be manual and time-consuming. Each dispute requires careful review of transaction details, customer statements, and supporting evidence, often managed through manual workflows. Previously, our teams spent considerable time collecting specific information from customers for various dispute types. 

• Rigid compliance requirements can slow down the process. Card networks like Visa and Mastercard require precise formatting and submission protocols, with stringent submission timelines.

• Processing disputes requires strong expertise. Our operations teams need to understand chargeback reason codes, network rules, and the specific documentation required for different dispute situations. Submitting disputes to the right categories with accurate information increases our chances of winning a dispute.

Overall, these processes can slow down operations. For us, this process meant that customers had to wait longer for their disputes to be processed.

How AI helps us process card issuing disputes faster:

1. AI automatically populates dispute submission forms. Using Large Language Model (LLM) technology, our AI bot accurately categorises disputes and automatically populates forms for submission to Visa, lodging your dispute faster.

2. Automated responses let you know when more documentation is required following your initial submission. There are times when a dispute resolution process requires more information. Instead of waiting for an agent to contact you, our system will automatically let you know. It provides clear guidelines, so you know exactly which information and documents to submit.

3. Software integrations will allow you to get updates in real time (coming soon). Our AI bot will connect directly with our customer service platform, Zendesk, so we’ll be able to provide you with real-time updates without having to switch tools and manually transfer data and updates.

Artificial intelligence: a win for your business and ours

We’re here for the dawn of AI. Our team is constantly looking for ways to leverage new technologies thoughtfully and intelligently, in ways that benefit our customers and ourselves.

Today, our issuing dispute AI tool processes 100% of our card issuing dispute cases, reducing our processing time by 40%. We’re able to move faster, more accurately, while maintaining the highest service standards for our customers.

We’re heading into a future where AI can run the entire finance function – and this is just the start.