Document automatic processing

This feature has the following key benefits:

• Operational Efficiency: Reduces manual effort through automation of document collection and Case progression.
• Faster Case Resolution: Speeds up dispute handling by instantly resuming workflows upon document receipt.
• Improved Accuracy: Minimizes human error in document matching and Case updates.
• Scalability: Supports high volumes of dispute Cases without additional resource overhead.
• Compliance Assurance: Adheres to Visa and MasterCard-specific rules and timelines.
• Enhanced Customer Experience: Provides timely and consistent communication, improving transparency and trust.

Document automatic processing handles the outbound notifications. The system sends outbound notifications to customers requesting mandatory supporting documents for dispute cases. The notifications include: a list of pending mandatory documents, guidelines for document naming conventions, and specifications for acceptable file types and size limits. Correspondence templates are attached to the notification, ensuring consistency and clarity.

Document automatic processing also automates the document capturing and Assignment mapping. The email listener infrastructure reads incoming emails and automatically captures and attaches mandatory documents and written attestations to the relevant Visa or MasterCard dispute/claim case. Documents are matched to cases based on criteria such as document name, type, and description. The system maps documents to the appropriate assignment sections, including:

Awaiting Documents - for pending dispute documentation

​​​​​​Written Attestation - for customer confirmations

The system submits the awaiting documents or written attestation user assignments without any back-office intervention. The process is fully automated, requiring no manual intervention from back-office teams. This end-to-end automation ensures timely processing, reduces operational overhead, and improves compliance with dispute and claim handling requirements.

The system uses activities to filter emails, extract relevant details from the subject and body, and add attachments to the Case. GenAI is used to validate attachment names and ensure compliance with instructions. For example, if the Case expects a bank statement to be attached as the relevant document to be attached, GenAI validates that the attached document is Bank statement and not any other document. GenAI connect used to identify and validate user-submitted attachments, ensuring they are correctly categorized under the appropriate document type.