Genpact and ServiceNow's generative AI-led solution can help financial institutions resolve disputes faster and elevate customer satisfaction
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.
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
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