AI platform speeds payment dispute resolution times
Casap, an AI-native dispute and fraud platform, is working to reduce the time it takes to resolve payment disputes, which can currently take up to 90 days. 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 times, with institutions using the platform cutting resolution times from months to days while maintaining compliance and an auditable record of every decision. For example, 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%. As a result of implementing Casap, the credit union generated $875,000 in first-year savings.
Casap’s CEO, Shanthi Shanmugam, explains that the company’s AI-native foundation allows it to do more than just retrofit AI onto legacy systems. The platform works like an investigator, bringing all relevant data into one place and using it to see patterns of first-party fraud that legacy infrastructure can’t. Being AI-native also means compliance logic is foundational rather than layered on top. Reg E, Reg Z, NACHA, and card network rules are all embedded in the workflow.
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AI Agents Handle Disputes
Casap’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’s platform also provides a centralized case record that tracks required actions, supporting documentation, and regulatory deadlines from intake through resolution. This gives financial institutions a full audit trail for every automated decision, making it easier to explain decisions months later.
Shanthi Shanmugam says, “Most AI investment has gone toward making the decision faster. Our experience is that the front end matters just as much, and it’s the part people tend to overlook: the very first interaction with the customer.” Casap’s intake assesses claim validity in real time and often resolves the situation by pointing the consumer to the merchant before a formal dispute is ever filed.
Results and Recognition
Casap’s work has already generated significant results, with the company being named AI Company of the Year at Tearsheet’s AI Innovation Awards 2026. The credit union’s implementation of Casap has improved chargeback win rates by 95% and reduced write-offs by 72%.
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Dispute data is typically scattered across systems, making it difficult for teams to work efficiently. This approach enables Casap to score risk before a provisional credit is issued.
Human Review and Oversight
The platform flags cases that need real judgment, such as those involving serial bad-faith disputers. Institutions can also outsource investigations to Casap.
The models guide case handling and decision-making, but do not take it over. The platform tracks deadlines and dispute data can be exported for regulatory reporting.
