Dispute Management with ServiceNow

Reimagine dispute management process to drive speed, transparency, and customer experience

Dispute management that protects your business and keeps customers happy

Banks and capital market organizations need a more customer-friendly, AI-driven approach to managing disputes. Genpact's dispute management as a service, created in partnership with ServiceNow, can transform how you handle disputes. The solution helps you work faster, manage quality control, and make things easier for your customers.

Our AI-driven self-service capabilities protect customer trust and satisfaction when resolving disputes.

Delight customers with up to

25%

faster refunds

Connect siloed systems with an automated workflow designed to accelerate dispute resolution process.

Accelerate resolutions and achieve up to

50%

reduction in operational costs

Assign cases intelligently to employees to prevent agent burnout and support high-quality decision-making.

Companies using our solution can expect to meet

95%+

of service-level agreements thanks to faster resolution

Reduce manual processes, integrate systems, and improve transparency

Our solution blends decades of Genpact expertise with ServiceNow's AI-powered platform to address key challenges, including:

A limited view of transaction details for customers
Insufficient self-service capabilities
Manual and nonstandardized processes
Siloed systems and disconnected data
Regulatory pressures
Rising costs
Inefficient resource management
A lack of insights

Operations designed for customer success

We help build smart case management processes and positive customer experiences through back-office upgrades, including:

Automated and standardized dispute intake processes
A unified user experience for a complete view of relevant data
Effective assignment of disputes to reduce losses
Integration with leading card networks
Compliance with regulatory and card network timelines
Better data capture for analysis
Automated updates to manage rule changes from card networks

Faster at the front end

We transform the customer-facing elements of dispute management by providing:

Cardholder self-service capabilities for initiating disputes and proactive status updates
Enriched data that helps cardholders recognize transactions without submitting a dispute
Proactive communication, driven by generative AI, to keep customers informed, increase trust, and improve satisfaction
Automated customer support using AI chatbots for quick responses

Real value for our clients

The Genpact and ServiceNow partnership helps companies redefine enterprise workflows with cutting-edge generative AI, powering faster, smarter automation that drives real transformation.

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