Coforge has announced the successful implementation of ServiceNow’s AI-powered Financial Services Operations (FSO) Dispute Management module at the ServiceNow Knowledge 2025 event.
This marks a key milestone in the company’s initiative to transform dispute resolution processes for the financial services sector.
The implementation is part of Coforge’s strategic collaboration with ServiceNow, which includes a Generative AI Center of Excellence combining Coforge’s proprietary AI frameworks with ServiceNow’s intelligent automation capabilities.
The FSO Dispute Management module aims to modernise the transaction dispute process, traditionally one of the most labour-intensive and customer-sensitive areas in financial services, by delivering automation, transparency, and scalable compliance.
In partnership with Blackhawk Network (BHN), a global FinTech firm specialising in branded payments, Coforge successfully executed Phase 1 of the AI-based dispute resolution module.
The deployment is already delivering measurable benefits, including increased agility and operational efficiency. The solution includes advanced AI features like case summarisation and real-time analytics, which help reduce resolution time and improve customer satisfaction.
Coforge is further strengthening its offerings with proprietary tools like DisputeXelerate and DisputeManage.AI, which provide self-managed and experience-driven dispute solutions tailored to the needs of financial institutions. With over 1,500 certifications, more than 400 ServiceNow experts, and over 110 certified FSO specialists, Coforge maintains its Elite Partner status with ServiceNow.
Ashish Kumar, Head of CIMS, Coforge, stated, “We are thrilled to partner with ServiceNow and BHN to deliver a best-in-class dispute management solution. This reinforces our commitment to leveraging advanced capabilities to solve complex challenges and empower clients.”
Pedro David Reyes, Senior Director, Customer Service Operations, BHN, praised the implementation, saying, “This has been a game-changer for us, significantly improving our ability to handle customer concerns promptly and efficiently.”
Angie Campos, Financial Services US, ServiceNow added, “This successful implementation highlights the strength of our FSO platform and the value of partnerships that deliver real, scalable outcomes.”
This collaboration underscores the growing synergy between technology providers and financial institutions in driving customer-centric innovation, operational excellence, and scalable digital transformation.
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