Malva offers an AI‑driven dispute operations platform for banks and other financial service providers, automating the end‑to‑end handling of disputes, chargebacks, and claims across messaging apps, web chat, email, voice, and Slack. Its specialized AI agents follow multi‑step workflows to verify, execute, confirm, and complete resolutions, reducing manual effort, cutting costs, and shortening resolution times while maintaining the ability to hand off complex cases to human agents.
Funding
Funding not disclosed
Founders
Product
Problem
Financial institutions face high operational costs and long resolution times when handling customer disputes, chargebacks, and claims across multiple communication channels such as chat, email, and voice. Manual processing often leads to inconsistent outcomes and strained customer relationships.
Solution
Malva provides an AI‑driven dispute operations platform that automates the end‑to‑end handling of disputes, chargebacks, and claims for financial services firms. The solution deploys specialized AI agents that operate on messaging apps (iMessage, WhatsApp), web chat widgets, email, voice calls, and Slack, enabling consistent, real‑time interactions with customers. Each agent follows multi‑step workflows—verification, execution, confirmation, and completion—to resolve issues without human intervention while preserving the ability to hand off complex cases to live agents. The platform centralizes all channel data, applies contextual understanding to categorize and prioritize requests, and integrates with existing back‑office systems to execute transactions and update records automatically. By reducing manual effort, the system cuts operational costs and shortens resolution cycles, improving both efficiency and customer satisfaction.
Target Audience
Primary customers are banks, credit card issuers, and other financial service providers that need to process high volumes of disputes, chargebacks, and claims across multiple customer communication channels.
Features
- Cross‑platform messaging agents for iMessage and WhatsApp that handle dispute inquiries directly within the customer's preferred chat app
- Web chat widget with contextual AI that manages complex queries and seamlessly escalates to human agents when needed
- Automated email triage that categorizes, prioritizes, and resolves dispute‑related emails at scale
- Voice AI agents with advanced speech recognition and generation to conduct natural, human‑like phone interactions for dispute handling
- Slack integration providing a unified inbox for all channels, enabling teams to track, collaborate on, and manage escalations efficiently
- Multi‑step workflow engine (verify → execute → confirm → complete) that automates end‑to‑end dispute resolution processes
- Enterprise‑grade security and compliance features to protect sensitive financial data across all communication channels