Disputes are continuously rising, but for most banks, dispute management remains a manual process. Agents still collect details through static forms, and case handling happens across multiple disconnected systems. It works… but it's slow, repetitive, prone to mistakes, and more importantly, increasingly out of step with what customers expect.
Today's cardholders demand more visibility and control. They expect to see where their money goes, understand instantly what a transaction is, and resolve problems without waiting on hold. This demand for transparency and autonomy is pushing issuers to rethink their approach to dispute management.
Self-service is emerging as the answer, not because banks want to replace people with technology, but because cardholders expect faster, simpler, and more transparent interactions.
From agent-led to customer-driven
Traditionally, every dispute started the same way: a customer filled out a form, and an agent gathered the necessary information to open a case. On average, that intake alone could take anywhere from 10 to 45 minutes per case, not counting the follow-ups to correct missing details.
With self-service, that dynamic changes. Cardholders interact directly with a guided digital flow that adapts to their answers. It collects all the information the bank needs, validates it instantly, and shows enriched transaction details that often resolve the issue on the spot.
According to Amiko data, nearly half of all "do not recognise" claims are resolved in under a minute once the cardholder sees additional transaction information. No case creation, no manual work, just instant clarity for the customer.
Making efficiency part of the design
When a dispute does need to proceed, automation ensures the case arrives complete. Missing data and documents are caught at the start, saving agents up to 45 minutes of manual work per case compared with traditional intake.
For larger fraud cases, where one cardholder disputes dozens of transactions, bulk actions make an even bigger impact. Instead of processing each transaction one by one — a task that can take close to three hours — agents using Amiko can complete the same work in 5 to 10 minutes.
Over time, these efficiencies add up. Across issuers using Amiko, automation reduces manual effort by more than 70%, without compromising accuracy or compliance.
Redefining the role of dispute teams
As self-service takes over routine tasks, dispute teams can finally move beyond repetitive intake work. Their focus shifts from gathering data to resolving cases: analysing patterns, and handling the exceptions that require time and judgment.
The result is a team that operates less like a call centre and more like a strategic function within the bank: smaller, more specialised, and far more effective.
An improved customer experience
For cardholders, the experience feels effortless. They get instant feedback, clear next steps, and faster outcomes, without waiting on hold or chasing updates. That transparency builds confidence in the process, and ultimately, in the bank itself.
And for issuers, it’s a win on both fronts: lower operational costs, higher customer satisfaction. The dispute process becomes something that protects trust, rather than eroding it.
A shift that's here to stay
The rise of self-service is the next logical step in modern dispute management. As cardholders demand more control and clarity, issuers that adapt will see their dispute operations become faster, leaner, and more resilient.
Self-service turns disputes from a source of friction into a moment of trust, for cardholders and for the teams behind them.
Do you want to experience it for yourself? Our team is happy to walk you through what Amiko can do for your organisation. Book a call now.