PulseAI.IQ: Intelligent Automation of Dispute and Incident Analysis in Modern Banking Infrastructure

Modern banking infrastructure is developing rapidly while becoming increasingly complex. Customers use mobile and online banking, QR payments, digital wallets, cardless operations, NFC services, biometric authentication, self-service devices, and many other remote digital channels.

The more ways customers have to interact with a bank, the higher the requirements for transaction transparency, the speed of handling inquiries, and the quality of dispute investigations. Under these conditions, processing disputes, transaction claims, and incidents is no longer a task for a single department — it becomes a complex process that requires analyzing large volumes of data coming from different systems and infrastructure components.

Today a disputed transaction may be linked not only to the transaction itself, but also to the operation of the mobile app, an ATM, a payment gateway, the processing system, the authentication mechanism, the network, the security system, or the user interface. To objectively review each such case, it is necessary to reconstruct the full sequence of events and determine the actual root cause of the dispute.

It is precisely to solve tasks like these that a new generation of intelligent platforms is being created — platforms capable of combining technical, analytical, and process data into a single, evidence-based picture of an incident. PulseAI.IQ is one such solution.

Why traditional dispute processing is no longer enough

In today’s banking ecosystem, investigating a single incident may involve dozens of different data sources:

• the core banking system;
• the processing platform;
• payment service operators;
• mobile and online banking;
• CRM systems;
• information security tools;
• self-service devices, including ATMs, kiosks, ADMs, and onboarding devices;
• integration gateways;
• analytical and marketing platforms;
• external services and payment systems.

The number of information sources often exceeds 10–15 systems. Each of them may use its own data storage formats, its own event logic, separate data-exchange protocols, and different mechanisms for generating logs and metrics.

As a result, manual incident analysis becomes extremely labor-intensive. Specialists have to cross-reference events from multiple systems, manually analyze logs, verify timestamps, look for confirmation in device journals, study processing records, and interact with several participants in the payment chain.

Such an approach can take a significant amount of time, increases the risk of errors, and complicates the preparation of an objective evidence base. This is especially critical in situations where claim review is limited by deadlines set by international payment systems, internal bank regulations, or regulatory requirements.

For this reason, static analysis of individual event logs — or purely manual processing of inquiries — can no longer ensure the speed, completeness, and transparency that decision-making requires.

From a customer claim to a well-founded decision

Handling transactional disputes involves far more than simply recording a customer’s complaint. In practice, it is a complex process that covers:

• processing claims and transaction disputes, including pre-arbitration, chargeback, and other applicable procedures;
• analyzing the circumstances of each individual case;
• collecting the necessary evidence;
• communicating with customers, merchants, banks, and payment systems;
• preparing and submitting responses to claims under the rules of Visa, Mastercard, and other payment systems;
• reporting on dispute status and arbitration outcomes;
• participating in internal discussions of disputed cases and forming the financial institution’s position;
• monitoring the causes of disputes and developing proposals to reduce their number.

It is particularly important that every disputed case requires not only procedural follow-through, but also an objective technical picture of what actually happened. To properly assess an incident, it is necessary to understand: exactly where the operation was initiated, what actions the customer took, whether authentication was completed, how the bank’s and external systems responded, what notifications were sent, and whether technical errors or interface issues could have affected the situation.

It is precisely a confirmed digital narrative of events that makes it possible to reach well-founded decisions, protect the interests of a bona fide customer, and, at the same time, reduce unwarranted financial losses for banks and payment participants.

PulseAI.IQ: an intelligent platform for dispute and incident analysis

PulseAI.IQ is an integrated platform for automated dispute and incident analysis, designed to operate in a complex digital banking environment.

The platform’s primary goal is to minimize the time needed to process disputed situations, increase the transparency of investigations, and provide a higher level of protection for the interests of customers and financial institutions.

The platform can combine information from various sources, correlate events, and build a single analytical picture of what happened. Depending on data availability and the integrations used, the system is able to:

• gather information from various infrastructure and transactional sources;
• analyze the sequence of events;
• identify relationships between customer actions, device behavior, and the outcome of the operation;
• detect anomalies and signs of service malfunction;
• build a digital narrative of the incident;
• determine the probable causes of a dispute;
• collect and structure the evidence base;
• support the preparation of a well-reasoned position on a disputed case;
• produce an analytical conclusion, or preliminary “verdict,” on the incident;
• identify recurring causes of complaints and propose preventive measures.

In this way, PulseAI.IQ can be used not only as a tool for investigating incidents that have already occurred, but also as an analytical foundation for improving the quality of banking products and reducing the number of future disputes.

Practical experience as the foundation of intelligent analysis

Building systems like this is impossible without a deep understanding of banking infrastructure, payment processes, self-service equipment, security mechanisms, and the way different vendors generate technical logs.

The development of PulseAI.IQ draws on BS/2’s many years of practical experience with monitoring and security systems, processing platforms, self-service devices, cash management, payment services, and analytical solutions.

The platform builds on the experience of implementing and operating specialized solutions, including:

• IQ.NG;
• iQ.NG;
• iQ / Vault.iQ;
• iQ;
• iQ;
• Customer Journey Map & Analyze — CJM&A.IQ;
• the DsCenter.IQ decision-support system;
• other analytical and monitoring platforms.

This experience makes it possible to take into account not just the transactional outcome of an operation, but the full context: device behavior, user actions, security events, processing logs, infrastructure alerts, and external interactions.

The growth of digital financial services requires a new approach to handling claims, disputed transactions, and banking incidents. In an environment where a single customer case may involve dozens of information systems, traditional manual investigation methods no longer provide the required speed, transparency, or depth of analysis.
PulseAI.iQ introduces an intelligent approach in which every dispute is investigated through comprehensive analysis of data, digital footprints, the customer journey, infrastructure events, and payment system requirements.
This approach enables banks to process claims more quickly, build stronger and better-structured evidence, reduce the number of recurring issues, and improve overall customer satisfaction.