COGNIZANT AND SERVICENOW LAUNCH AI-POWERED DISPUTE MANAGEMENT SOLUTION FOR MID-MARKET BANKS

On March 27, 2025, Cognizant announced the launch of an AI-powered dispute management solution in partnership with ServiceNow, aimed at mid-market banks in North America. The Business Process as a Service (BPaaS) offering is designed to streamline dispute resolution, reduce operational inefficiencies, and enhance customer satisfaction.

The solution integrates ServiceNow’s dispute management platform with Cognizant’s expertise in end-to-end operations. It includes features such as multi-channel dispute intake, voice and text-based sentiment analysis, automation for operational efficiency, and predictive analytics for workload and recovery. The system uses generative AI to reduce manual intervention and improve outcomes.

Executives from both Cognizant and ServiceNow emphasized the importance of this collaboration in transforming the financial services landscape, while TDECU highlighted the potential for improved customer experiences. The solution represents a broader move toward AI-driven efficiencies in the banking sector.