Disputes Management as a Service, a joint BPaaS (Business Process as a service) solution from ServiceNow and Cognizant, designed specifically for mid-market banks. The solution leverages the modular design of ServiceNow and integrates AgenticAI, GenAI, analytics, automated workflows, and operational expertise as an add-on. This offering addresses a major gap in the market, where no vendor has been able to provide an end-to-end tech and operations solution in the dispute management space.

Value Proposition:

- Banks and credit unions faced issues with fragmented systems, operational inefficiencies, customer dissatisfaction, chargeback losses, and regulatory compliance. These challenges hindered their ability to manage disputes effectively and maintain customer trust.
- Cognizant’s holistic approach leveraged the Power of 3: more than 20 dispute implementations, Cognizant’s Elite ServiceNow partnership, and early access to the latest ServiceNow capabilities.
- The partnership between ServiceNow and Cognizant deliveres a cutting-edge, AI-powered dispute management BPaaS solution that enhances operational efficiency, compliance, and customer satisfaction for mid-market banks

**Functional features:**

- Early warning system (EWS) integration for fraud and dispute Management
- Comprehensive support for Reg II
- End to end dispute lifecycle management with multi language support

**Technical features:**

- Event-driven architecture and real-time notification framework
- Intake hub to facilitate omni-channel experience
- Automation and STP enablement for operational efficiency