This post was originally published on Fin Extra
How can financial institutions balance the need for operational efficiency with delivering a high-quality, empathetic customer experience when resolving payment disputes and fraud cases? What are the key regulatory differences across regions – for example, the UK, US, Canada – that impact how banks handle consumer disputes, and how should institutions adapt their processes accordingly? In what ways can automation and AI, including agentic AI, be effectively applied to dispute resolution, and what are the limitations or risks of over-relying on these technologies? Why is it important for banks to adopt a unified, interoperable approach to dispute management rather than relying on siloed solutions, and what are the practical steps to achieve this?
Financial institutions are under increasing pressure to resolve payment disputes and fraud cases swiftly while maintaining a high standard of customer experience. As real-time payments become the norm, the window for fraud detection narrows, demanding faster, more intelligent workflows. Manual processes are no longer sustainable; banks must modernise their dispute resolution systems to meet consumer expectations for speed, transparency, and fairness. Banks need to be empathetic; disputes, especially those related to fraud or scams, are highly emotional events. The industry must ensure that customers
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