See how Salesforce integrates with credit networks to provide enriched context, uniting with Marketing Cloud to manage disputes at scale while enforcing accuracy and strict adherence to compliance.
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Automate Dispute Lifecycles for Speed, Scale, and Compliance
Objective 1: Use a unified platform to handle complex chargebacks and network connections to prepare for and deploy AI.
Objective 2: With integrations like Visa, Agentforce 360 can help institutions gain transaction context and intercept friendly fraud.
Objective 3: Automate strict provisional credit timelines and trigger timely, accurate dispute-related emails.
, Product Marketing Senior Lead, Salesforce
, Vice President, Visa
Role: Marketing, Operations, Service
Industry: Financial Services
Product: Financial Services, Marketing
Topic: Customer Data, Identity and Governance
Session Level: Intermediate
Session Type: Theater
- Thursday, Jun 41:00 PM - 1:20 PM CDT(6:00 PM - 6:20 PM GMT)Theater 5 | Campground, Level 3FIRST COME FIRST SEATED
Session Summary: This session explored how Salesforce is revolutionizing the transaction dispute process for financial institutions by leveraging automation, data integration, and AI capabilities. The discussion highlighted that disputes, a $41 billion operational challenge, are not only costly but also pivotal moments to build trust and loyalty, as 70% of customers leave their bank after a single poor service experience. Salesforce's end-to-end dispute management solution integrates with core banking systems and Visa's dispute platform, enabling real-time data access, automated workflows, and compliance alerts to streamline the process and enhance customer communication. Additionally, AI-powered tools like the new transaction disputes intake sub-agent and Visa's dispute intelligence models are eliminating manual inefficiencies, ensuring compliance, and delivering a personalized, transparent customer journey in high-stakes situations.
Key Takeaways:
• Salesforce's automated dispute management solution ensures compliance with regulatory timeframes, reduces manual workloads, and enhances customer communication through real-time updates and AI-driven processes.
• Integrations with Visa's dispute platform provide timely and accurate data, enabling banks to proactively address customer concerns and minimize disputes by resolving potential issues at the intake stage.
• The use of AI, such as predictive modeling and document analyzers, is transforming the dispute lifecycle by prioritizing tasks, extracting key data, and enabling faster, more efficient resolutions while maintaining compliance and trust.
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