Coforge, ServiceNow Implement AI-Powered Dispute Management Solution

Coforge Limited successfully implemented ServiceNow’s AI-powered Financial Services Operations (FSO) Dispute Management module for Blackhawk Network (BHN) on Thursday, digitalising and streamlining dispute resolution processes in the financial services industry.

Announced during ServiceNow’s annual customer and partner event, Knowledge 2025, this initiative underscores Coforge’s strategic focus on using advanced technologies to enhance operational efficiency and customer experience. 

The collaboration combines Coforge’s AI frameworks and ServiceNow’s generative AI capabilities to automate and scale dispute management for financial institutions.

Transaction disputes are among the most labour-intensive and sensitive functions in financial services. ServiceNow’s FSO Dispute Management module introduces automation, transparency, and regulatory compliance across workflows, improving both speed and accuracy in resolutions. 

AI features such as real-time analytics and case summarisation further boost effectiveness.

“This implementation reinforces Coforge’s commitment to leveraging advanced ServiceNow capabilities to solve complex challenges in financial services and empower clients with efficient, scalable workflows, ” Ashish Kumar, head of CIMS at Coforge, said.

Furthermore, this deployment marks the completion of Phase 1 for BHN, a global fintech leader in branded payment solutions. 

Coforge, a ServiceNow Partner, continues to expand its portfolio with specialised accelerators like DisputeXelerate and DisputeManage.AI, which aim to offer frictionless and transformative dispute resolution experiences.

“The implementation of the FSO Dispute Management solution has streamlined our operations and improved our ability to address customer concerns promptly and effectively,” Pedro David Reyes, senior director of customer service operations at BHN explained.

Meanwhile, at its flagship event, Knowledge 2025, ServiceNow unveiled the reimagined ServiceNow AI Platform, introducing powerful new capabilities to help enterprises deploy any AI, agent, or model across their operations

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