Case Study
How Bilt transformed dispute management with Decisionly’s AI-powered automation
Bilt’s credit card and rewards program allow members to earn points on rent and daily spend. Valued at $10.75B and processing tens of billions in rent payments, Bilt’s client solutions team needed a scalable way to efficiently manage complex dispute requirements while maintaining high standards for member service.
Challenge
As Bilt’s membership expanded, its dispute volume grew quickly and required significant manual work, slowing down response times and creating friction in member and bank communications. Bilt wanted to eliminate manual handle time, accelerate resolution timelines, and free up their team to focus on more complex, high-value priorities.
Solution
Bilt partnered with Decisionly to automate dispute management. Decisionly’s AI-powered solution integrates directly with Bilt’s stack and dispute workflows, removing manual steps, simplifying case processing, and enabling faster resolution with members.
Results
With Decisionly, Bilt transformed its dispute operations from a manual, time-consuming process into a streamlined, automated workflow. 80% of manual work has been eliminated, allowing agents to focus on higher-value tasks. Rapid customer communication and more efficient agent handling of exceptions mean a 20% reduction in resolution time and 100% compliance with deadlines. Bilt can continue to scale its card product without increasing risk, complexity and cost.
manual work eliminated
80%
reduction in resolution time
20%
faster handling of exceptions
2X
“As our business grew, we needed a way to scale disputes without scaling headcount. Decisionly gave us that leverage by eliminating manual work and speeding resolution. What used to take days of manual effort now happens seamlessly— and it took zero engineering resources to get started.”
VP Client Solutions, Bilt