For many card issuers and banks, dispute management is still an exercise in controlled chaos. Agents manually triage inbound cases, type the same data across disconnected systems, and work transaction by transaction through chargebacks that should have been resolved or prevented long before they hit the queue. Scheme deadlines get missed. Friendly fraud slips through. Serial disputers cycle undetected. And somewhere upstream, a C-suite is asking why the cost-per-dispute keeps climbing.
Rivero built Amiko to change the economics of this entirely. The upcoming capabilities make the gap between Amiko and everything else impossible to ignore.
The foundation: Scheme rules as the engine, not the constraint
Let’s address the question every operations, dispute and fraud leader eventually asks: “Is this another AI announcement, or just automation with better marketing?”
The answer is that the distinction matters and Amiko was designed with it front of mind.
Every action Amiko executes is anchored in the chargeback and dispute rulebooks of Mastercard, Visa and other payment networks. Dispute eligibility, chargeback lifecycle windows, fraud reporting, reason code logic, Ethoca/Verifi pre-dispute flows, all of it is encoded into the platform’s core. That’s the only way to deliver the predictability, compliance and auditability that a regulated domain demands.
What Amiko adds on top of that deterministic foundation is where it gets even more interesting.
Machine intelligence and AI layers sit above the rules engine, not instead of it. The rules define what is permissible. Intelligence determines what is optimal. The result is a platform that is simultaneously compliant by design and adaptive by capability.
What Amiko does today that most dispute management platforms can’t
Amiko’s Case Management is already a structural departure from legacy approaches. Where most dispute platforms treat every transaction as an isolated unit, Amiko organises disputes around the real-world event: one case, one cardholder incident, all related transactions unified, regardless of whether it maps to one chargeback or twenty on the payment network side. Bulk dispute submission, pre-arbitration filing, Ethoca pre-dispute actions, fraud reporting toward payment networks, all executed or automated in a single motion, at the case level.
The Amiko Virtual Agent handles the entire front-office layer. Cardholder-initiated fraud claims and merchant disputes are captured, structured, and triaged through digital channels (mobile banking, online portal) without a call centre interaction. Agent-initiated follow-up dialogues push outcome communications, evidence requests, and credit status updates back to the cardholder. The human agent only enters the picture when the case is ready and only when the human’s take and decision is relevant. And the best cases are no cases, when the claim was resolved or deflected by the Amiko Virtual Agent before it even became a case.
Every case that reaches a chargeback analyst arrives pre-filled with reason codes and supporting documents, automatically ranked by deadline proximity and amount at risk. Agents work high-value, time-critical cases first without manual triage. Compliance deadlines stop being a daily fire drill.
Manager and agent dashboards give operations team managers real-time visibility into processing status, backlog velocity, and team productivity, the instrumentation needed to manage a dispute operation at scale, not just react to it.
The next phase of Amiko Intelligence
Amiko Intelligence is the AI/ML layer running across the entire platform, informing decisions in the Virtual Agent, the Amiko Copilot in case management, and the Amiko Autopilot engine. It goes beyond rules-only processing toward data-driven reasoning at every step of the dispute lifecycle. And it's expanding fast.
Amiko Copilot – Augmenting the human agent
Copilot surfaces intelligence directly in the agent's workflow, so the right decision is always within reach.
Serial disputer detection analyses cardholder history to flag anomalous dispute frequency and behavioural patterns consistent with first-party misuse for the agent. Document intelligence evaluates evidence submitted by cardholders or acquirer/merchant against scheme requirements, flagging incomplete or non-compliant submissions before they cost a case. And for every case, Copilot surfaces a recommended next-best action with supporting rationale so agents can decide faster and better, with the full intelligence of the platform behind them.
Amiko Autopilot – Setting dispute management on autopilot
Autopilot allows issuers to define rule-based automation with Smart Conditions so routine dispute decisions execute automatically when the right conditions are met, without a human agent ever opening the case.
The actions the Autopilot can perform will cover nearly all actions available to a human agent. From actions related to the dispute lifecycle (pre-dispute submission, chargeback submission, case filings), over fraud reporting and bookings, to cardholder communication via the Virtual Agent. Allowing banks and issuers to define their custom workflows, based on their individual risk appetite, directly in Amiko and without filing for a change request or paying for professional services.
Together, Copilot and Autopilot mean your team handles the exceptions and the most complex cases, and Amiko handles the rest.
From cost burden to structural advantage
Amiko Intelligence isn’t about new features. It’s about strategic and cost advantages for issuers:
- Cost reduction: An intelligent dispute management process reduces the cost per dispute. For issuers handling tens of thousands of disputes annually, the margin impact is significant.
- Revenue protection: Improved chargeback win rates, earlier detection of friendly fraud, and identification of serial disputers reduce financial losses that would otherwise flow through as write-offs.
- Compliance and regulatory risk management: Every missed payment network or regulatory deadline, every unfiled fraud report, every delay in refunding cardholders or informing them about their chargeback is a risk event. Amiko converts those from probabilistic exposures to managed exceptions.
The issuers using Amiko today are not piloting a technology. They are operating with a structural advantage in a process that has been under-invested and over-burdened for a decade. More to follow.
To learn more, watch the on-demand demo or book a call with our team.