Customer Story Produced by Caruso Company.

Director: Harry Cocciolo

Caruso Company partnered with ServiceNow to produce a customer film showcasing the AI-powered Disputes Management solution developed in collaboration with Visa. Directed by Harry Cocciolo, the film highlights how this partnership leverages AI to streamline dispute resolution, reduce operational costs, and deliver faster, more seamless experiences for cardholders.

The piece illustrates the challenges faced by both consumers and banks. With disputes rising by 30%—representing hundreds of millions of transactions and billions in value—traditional dispute processes are slow, manual, and costly. Customers must wait through weeks or months while banks investigate, while banks grapple with complex compliance, verification, and operational overhead.

ServiceNow and Visa addressed these challenges by combining Visa’s unparalleled data and tools with ServiceNow’s AI platform, including Now Assist powered by generative AI. This integration enables banks to react quickly, automate self-service and deflection, and empower relationship managers with real-time insights. AI summarizes disputes, accelerating resolution from weeks to days or even hours.

The film emphasizes the human impact of technology: customers regain peace of mind, banks improve efficiency, and operational costs are reduced. By demonstrating real-world applications of enterprise AI, the project showcases how thoughtful collaboration can turn complexity into clarity.

Ultimately, the film presents ServiceNow and Visa as co-innovators driving transformation in the payments industry. Through AI, data, and platform integration, they are creating tangible value for customers, employees, and banks alike. The story closes with a forward-looking note: this partnership isn’t just solving today’s disputes—it’s paving the way for the next wave of innovation in financial services.

Read more HERE.