Context
Payment disputes are inevitable in any payment system. AgenticPay currently relies on manual dispute resolution, which is slow, expensive, and does not scale.
Current Limitation/Problem
Dispute resolution requires human mediators to review evidence, chat logs, and transaction history. This process takes days and does not leverage historical dispute data for pattern matching.
Expected Outcome
An AI-assisted dispute mediation system that analyzes dispute evidence, suggests resolutions based on historical patterns, and automates simple dispute resolutions while escalating complex cases to human mediators.
Acceptance Criteria
- Implement NLP pipeline to analyze dispute descriptions and evidence text
- Train classification model on historical dispute outcomes (resolution type, outcome, amount)
- Generate recommended resolution with confidence score
- Automatically resolve disputes with >95% confidence score
- Escalate low-confidence disputes to human queue with AI-generated summary
- Track mediator decisions for continuous model improvement
- Provide dispute analytics dashboard with resolution trends and SLA tracking
Technical Scope
backend/src/services/disputes/ai-mediator.ts - AI mediation servicebackend/src/services/disputes/resolution-engine.ts - resolution rules engine- Prisma:
DisputeEvidence, DisputeResolution, AIMediationLog models
- BullMQ queue for async AI processing
- Integration with existing dispute management API
- OpenAI API or local LLM integration for text analysis
- Edge cases: low-confidence disputes, malicious evidence, missing information
Context
Payment disputes are inevitable in any payment system. AgenticPay currently relies on manual dispute resolution, which is slow, expensive, and does not scale.
Current Limitation/Problem
Dispute resolution requires human mediators to review evidence, chat logs, and transaction history. This process takes days and does not leverage historical dispute data for pattern matching.
Expected Outcome
An AI-assisted dispute mediation system that analyzes dispute evidence, suggests resolutions based on historical patterns, and automates simple dispute resolutions while escalating complex cases to human mediators.
Acceptance Criteria
Technical Scope
backend/src/services/disputes/ai-mediator.ts- AI mediation servicebackend/src/services/disputes/resolution-engine.ts- resolution rules engineDisputeEvidence,DisputeResolution,AIMediationLogmodels