DisputeGuard - Agentic AI powered chargeback dispute resolution

Unlike traditional manual workflows, Chargeback DisputeGuard automates the dispute lifecycle across Customer, Banker, and Merchant through intelligent Agentic AI workflows on AWS.

**Key features include: **

**For Customers**

Document Validation: Verifies that mandatory and supporting documents match the required dispute reason code.

Entity Extraction: Extracts key data points from submitted documents using intelligent document processing.

Completeness Check: Identifies missing or insufficient evidence before submission.

Multi-Channel Initiation: Enables dispute submission through portal, email, or banking app.

**For Banker**

Agentic Validation: Performs 15+ automated cross-validation checks against bank records and submitted documents.

Discrepancy Detection: Identifies inconsistencies across dispute data, bank records, and documents.

Actionable Findings: Recommends next steps such as “Push to Merchant” or “Push to Customer.”

AI Summarization: Generates summaries at document, dispute, and verification levels.

**For Merchant**

Agentic Validation: Performs automated checks against merchant records and supporting documents.

Document Retrieval: Retrieves and validates dispute-specific documents from merchant storage.

Discrepancy Detection: Identifies inconsistencies across dispute data, merchant records, and documents.

Actionable Findings: Highlights required actions for the customer or banker.

AI Summarization: Generates summaries at document, dispute, and verification levels.

**For Bank Authorizer**

AI-Assisted Adjudication: Provides a consolidated dispute view with validated evidence, key discrepancies, and AI-recommended outcomes for faster final decisions.

Platform-Wide Capabilities

• Intelligent document processing — Amazon Textract extracts text, key-value pairs, and structured table data from unstructured PDFs, scanned images, and forms with high accuracy
• End-to-end audit trail — every validation step, classification decision, and adjudication recommendation is logged and fully traceable, meeting PCI-DSS and GDPR compliance requirements
• Amazon Bedrock Guardrails — built-in PII detection and redaction, content filtering, topic restrictions, and grounding checks ensure all AI outputs are safe, compliant, and traceable to verified data sources

**Key Benefits:**

• Productivity Improvement by > 80% (from 3–5 business days to under 24 hours)
• Turn Around Time Improvement by 80%+ (reduction in dispute resolution time)
• Near-zero incomplete submission rates — real-time document validation at the point of submission eliminates costly correction cycles
• High validation accuracy — AI-powered, system-integrated cross-referencing replaces error-prone manual processes
• Better Customer Experience – higher CSAT scores
• Consistent merchant rebuttal quality — AI-guided document classification ensures merchants submit complete, well-structured evidence every time
• Regulatory compliance by design — PCI-DSS and GDPR guardrails embedded at the architecture level, not bolted on

**AWS Services Architecture**

Our Agentic AI solution is built on AWS-native services to deliver an intelligent, highly scalable dispute management system.

Document Intelligence: Amazon Textract extracts structured data from unstructured documents, which is then routed to Amazon Bedrock's multi-agent framework for automated verification and validation.

AI & Decision Engine: Amazon Bedrock powers the core intelligence layer, leveraging best-in-class large language models (LLMs) to validate dispute claims and generate context-aware, intelligent responses.

Integration & Processing: API Gateway orchestrates communication across microservices, AWS Lambda handles event-driven compute, and Amazon SQS enables asynchronous processing to ensure throughput at scale.

Data & Storage: Amazon S3 manages unstructured document storage, while DynamoDB provides high-performance structured data persistence.

Frontend & Deployment: A ReactJS-based user interface is deployed on Amazon ECS with AWS Fargate, delivering a serverless, cost-efficient, and resilient front-end experience.