Visa Inc. signage on the floor of the New York Stock Exchange (NYSE) in New York, United States, Wednesday, January 28, 2026.
Michael Nagle | Bloomberg | Getty Images
Visa is launching six new tools using artificial intelligence to modernize the credit card charge dispute process, the company told CNBC exclusively.
The digital payments company said the tools are designed to reduce costs and frustration associated with “outdated” dispute processes for multiple entities involved in the payment process: merchants, issuers and acquirers.
“Some of the challenges are that 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.”
By 2025, Torre said, Visa has handled more than 103 million fee disputes worldwide, a 35% increase since 2019.
“Our goal is to streamline this as much as possible,” Torre said. “We would like to be able to see that growth rate decline.”
Visa’s new tools are part of a broader initiative by major banks and financial institutions to integrate AI into their businesses, both internally and in consumer applications. JPMorgan Chase And Goldman Sachs both said they were already using AI to hire fewer people. BNY spent $3.8 billion on technology in 2025, or about 19% of its revenue.
Visa said three of its six new tools focus on merchants, allowing them to resolve potential disputes before they escalate, managing disputes with generative AI responses and providing a deeper level of detail on order information to manage confusion over unknown fees.
For example, Torre said, many disputes stem from cardholders not recognizing a specific charge on their statements. With the new tool, Visa will be able to provide more details to financial institutions to show cardholders this data at a deeper level, according to the company.
The other three tools are designed for issuers and acquirers, using predictive AI models to facilitate case-by-case analysis, analyzing documents for summaries and autofill, and establishing an AI-powered dispute resolution platform to manage the entire process in one place, Visa said.
“We will be able to provide them with information and data so that they can move from a reactive attitude to a proactive attitude,” Torre said.
Torre said Visa’s new AI tools are part of a broader suite of consumer-facing solutions, including a subscription manager announced last week that allows cardholders to cancel unnecessary subscriptions directly on the manager.
Automation will save both parties time, money and avoid unnecessary confusion, he added. Most of the tools will be generally available later this year, the company said.
“We really think that disputes with this solution make it much easier to manage and resolve,” Torre said. “We think it leads to better outcomes for everyone.”