AI speeds up payment dispute resolutions

Payment disputes can take up to 90 days to resolve, but Casap, an AI-native dispute and fraud platform, is working to compress that timeline with agentic AI. The company’s AI agents handle tasks across the dispute lifecycle, from claim intake and evidence gathering to fraud detection and customer communications.

The result is faster resolution, with institutions using the platform cutting resolution times from months to days while maintaining compliance and an auditable record of every decision. At Chartway Federal Credit Union, average resolution times fell from up to 3 months to 12 days, while per-claim costs dropped nearly 90%, write-offs declined 72%, and chargeback win rates improved by 95%.

Casap was named AI Company of the Year at Tearsheet’s AI Innovation Awards 2026 for its work in dispute resolution. The company’s CEO, Shanthi Shanmugam, explained that Casap was built with agentic AI from the ground up, allowing it to work more like an investigator than a workflow tool.

Dispute data is brought into one place, making it possible to see patterns of first-party fraud that legacy infrastructure with an AI layer bolted on can’t see. Casap’s AI-native foundation also means that compliance logic is foundational rather than layered on top, allowing for automation and auditability to grow together.

AI Agents Automate Decisions

The company’s AI agents use two signals to determine when they can act on their own and when a case needs human judgment: a predictive win score and a first-party score. Both come from models built on proprietary, institution-specific dispute data to determine confidence in a given case.

When confidence is high, and the dispute is clear-cut and low risk, the platform supports an instant provisional credit decision. When a case is more complex or carries higher risk, human review is recommended by design. Casap also offers a managed service, allowing institutions to outsource the investigation to the company.

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Shanthi Shanmugam explained that every dispute lives in a centralized case record that tracks required actions, supporting documentation, and regulatory deadlines from intake through resolution. This provides a full audit trail for every automated decision, and predictive win scores guide rather than replace human decision-making on complex cases.

The company also monitors model performance for accuracy and bias on an ongoing basis, allowing institutions to point to the validation process behind a decision. Casap’s platform tracks deadlines, and dispute data can be exported for regulatory reporting into the systems the compliance team already uses.

Efficient Dispute Resolution

By automating tasks and providing a centralized case record, Casap is helping institutions to resolve disputes more efficiently and effectively. This is particularly important in the financial industry, where disputes can have a significant impact on customer relationships and reputation.

Casap is making a significant impact in the dispute resolution process. The company’s focus on proactive risk intelligence and continuous fraud scoring is already showing promising results, with institutions on Casap cutting fraud losses by half.

Proactive Risk Intelligence

According to Shanthi Shanmugam, the biggest untapped opportunity for AI across the dispute lifecycle is in the front end, where the first interaction with the customer takes place. Casap’s intake is adaptive and conversational, and it does more than collect information – it assesses claim validity and often resolves the situation before a formal dispute is filed.

Casap generated $875,000 in first-year savings for Chartway Federal Credit Union. With its focus on proactive risk intelligence and continuous fraud scoring, Casap is well-positioned to make a significant impact in the financial industry.