Generative AI in Customer Support & Chargeback Disputes: Where It Helps and Where It Still Needs a Human Touch

There’s a lot of buzz about generative AI, but real traction is happening in places like customer support and dispute resolution in areas that have long been time-consuming and expensive for FinTechs and acquirers.

What we’re seeing now is a new layer of automation: GenAI tools are generating first-response emails to Reg E and chargeback inquiries, triaging merchant support tickets, and even building compelling evidence narratives for disputes. That’s translating into real outcomes—lower support costs, faster SLAs, and, in some cases, higher dispute win rates.

But it’s not a magic fix. Compliance is still a concern. And as any risk officer will tell you, some disputes require the nuance and judgment only a human can provide. The key is finding the right balance.

The best implementations? They combine AI with smart human-in-the-loop design. Think AI for the first draft, with human review before anything touches a regulator or card brand.

Done right, this tech doesn’t just scale operations.  It improves merchant experience and strengthens compliance posture. That’s a rare win-win.

Would love to hear how others are putting GenAI to work in real-world ops.