Visa Inc. signage on the floor of the New York Stock Exchange (NYSE) in New York, United States, on Wednesday, January 28, 2026.
Michael Nagle | Bloomberg | Getty Images
visa is introducing six new tools that use artificial intelligence to modernize the process of disputing credit card charges, the company exclusively told CNBC.
The digital payments company said the tools are designed to reduce the cost and frustration of “outdated” dispute resolution processes for multiple entities involved in the payments process: merchants, issuers and acquirers.
“Some of the challenges are that these back-office systems are still largely manual,” Andrew Torre, president of value-added services at Visa, told CNBC. “We really had to think differently about how we approach this at scale.”
In 2025, Torre said Visa handled more than 106 million fee disputes worldwide, a 35% increase since 2019.
“Our goal is to streamline this as much as possible,” Torre said. “We would be happy if the growth rate decreased.”
Visa’s new tools are part of a larger push by major banks and financial institutions to integrate AI into their businesses – both internally and in consumer-facing applications. JPMorgan Chase And Goldman Sachs Both have said they are already using AI to hire fewer people. BNY spent $3.8 billion on technology in 2025, about 19% of its revenue.
Visa said three of its six new tools focus on merchants, enabling them to address potential disputes before they escalate, manage disputes with generative AI responses and provide a deeper level of granularity in order insights to avoid confusion over unknown fees.
For example, Torre said many disputes stem from cardholders not recognizing a particular charge on their statements. The new tool will allow Visa to provide financial institutions with more details to show cardholders this data at a deeper level, the company said.
The other three tools are designed for issuers and acquirers and use predictive AI models to support case-by-case analysis, analyze documents for summaries and autofill, and set up an AI-powered dispute resolution platform to manage the entire process in one place, Visa said.
“We will be able to give them insights and data so they can move from a reactive to a proactive approach,” Torre said.
Torre said Visa’s new AI tools are part of a broader range of solutions for consumers, including a subscription manager announced last week that allows cardholders to cancel unnecessary subscriptions directly in the manager.
Automation will save both parties time, money and unnecessary confusion, he added. Most of the tools will be generally available later this year, the company said.
“We really believe that with this solution, disputes will be much easier to manage and resolve,” Torre said. “We believe it delivers better outcomes for everyone.”
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