DisputeGuard - Agentic AI powered chargeback dispute resolution

Global chargeback volumes cost financial institutions and merchants an estimated $125 billion annually. Traditional dispute resolution processes, driven by manual reviews, siloed validation, and multi-party delays, are no longer sustainable at scale.

Chargeback DisputeGuard is a cloud-native, AWS-native intelligent dispute management platform that uses Agentic AI, Generative AI, and intelligent document processing to automate the chargeback lifecycle from dispute initiation to final adjudication, reducing resolution time from 3–5 business days to under 24 hours.

Unlike traditional manual workflows, Chargeback DisputeGuard automates the dispute lifecycle across Customer, Banker, and Merchant through intelligent Agentic AI workflows on AWS.

**Key features include: **

For Customers

Document Validation: Verifies that mandatory and supporting documents match the required dispute reason code.

Entity Extraction: Extracts key data points from submitted documents using intelligent document processing.

Completeness Check: Identifies missing or insufficient evidence before submission. Multi-Channel Initiation: Enables dispute submission through portal, email, or banking app.

For Banker

Agentic Validation: Performs 15+ automated cross-validation checks against bank records and submitted documents.

Discrepancy Detection: Identifies inconsistencies across dispute data, bank records, and documents.

Actionable Findings: Recommends next steps such as “Push to Merchant” or “Push to Customer.”

AI Summarization: Generates summaries at document, dispute, and verification levels.

For Merchant

Agentic Validation: Performs automated checks against merchant records and supporting documents.

Document Retrieval: Retrieves and validates dispute-specific documents from merchant storage.

Discrepancy Detection: Identifies inconsistencies across dispute data, merchant records, and documents.

Actionable Findings: Highlights required actions for the customer or banker. AI Summarization: Generates summaries at document, dispute, and verification levels.

For Bank Authorizer

AI-Assisted Adjudication: Provides a consolidated dispute view with validated evidence, key discrepancies, and AI-recommended outcomes for faster final decisions.

Platform-Wide Capabilities

• Intelligent document processing — Amazon Textract extracts text, key-value pairs, and structured table data from unstructured PDFs, scanned images, and forms with high accuracy

• End-to-end audit trail — every validation step, classification decision, and adjudication recommendation is logged and fully traceable, meeting PCI-DSS and GDPR compliance requirements

• Amazon Bedrock Guardrails — built-in PII detection and redaction, content filtering, topic restrictions, and grounding checks ensure all AI outputs are safe, compliant, and traceable to verified data sources

Key Benefits:

1. Productivity Improvement by > 80% (from 3–5 business days to under 24 hours)

2. Turn Around Time Improvement by 80%+ (reduction in dispute resolution time)

3. Near-zero incomplete submission rates — real-time document validation at the point of submission eliminates costly correction cycles

4. High validation accuracy — AI-powered, system-integrated cross-referencing replaces error-prone manual processes

5. Better Customer Experience – higher CSAT scores

6. Consistent merchant rebuttal quality — AI-guided document classification ensures merchants submit complete, well-structured evidence every time

7. Regulatory compliance by design — PCI-DSS and GDPR guardrails embedded at the architecture level, not bolted on

AWS Services Architecture

Our Agentic AI solution is built on AWS-native services to deliver an intelligent, highly scalable dispute management system.

Document Intelligence: Amazon Textract extracts structured data from unstructured documents, which is then routed to Amazon Bedrock's multi-agent framework for automated verification and validation.

AI & Decision Engine: Amazon Bedrock powers the core intelligence layer, leveraging best-in-class large language models (LLMs) to validate dispute claims and generate context-aware, intelligent responses.

Integration & Processing: API Gateway orchestrates communication across microservices, AWS Lambda handles event-driven compute, and Amazon SQS enables asynchronous processing to ensure throughput at scale.

Data & Storage: Amazon S3 manages unstructured document storage, while DynamoDB provides high-performance structured data persistence.

Frontend & Deployment: A ReactJS-based user interface is deployed on Amazon ECS with AWS Fargate, delivering a serverless, cost-efficient, and resilient front-end experience.