Full Breakdown
Visa and Mastercard Expand Agentic AI Deployments
4/3/2026, 8:05:51 AM
Introduction to Agentic AI in Payments
Visa and Mastercard have recently introduced new products utilizing agentic artificial intelligence (AI), a technology that operates with minimal human oversight. This development aims to enhance payment processes and dispute resolution, signaling a significant shift in the payments industry. Visa's initiatives include a program to streamline payment disputes and a partnership with Ramp to automate corporate bill payments. Mastercard has also expanded its agentic payment capabilities to Hong Kong, marking a step towards establishing a global network for agentic commerce.
Key Developments in Agentic AI
Visa's new resolution tools are designed to address the increasing volume of payment disputes, which rose by 35% since 2019, with over 106 million disputes processed globally in 2025. Andrew Torre, president of value-added services at Visa, emphasized that these disputes create friction in commerce, affecting both consumers and merchants. The new tools will automate responses to dispute inquiries and provide a centralized platform for managing disputes across various networks.
In parallel, Mastercard executed its first agentic payment in Hong Kong, enabling customers to book and pay for rides through an AI agent, in collaboration with HSBC. Janet Pang, head of retail banking at HSBC, highlighted the importance of consent and transparency in these transactions.
Market Demand for Agentic AI
Research conducted by Visa in partnership with Morning Consult indicates a growing demand for AI in commerce. Approximately 40% of Americans reported making purchases they would not have considered without AI assistance. Furthermore, 53% of U.S. businesses expressed willingness to allow AI agents to negotiate prices on their behalf. This data suggests that AI-to-AI commerce is on the verge of significant growth, with 77% of businesses already piloting AI technologies.
Criticism and Concerns
Despite the advancements, there are concerns regarding the readiness of organizations to implement agentic AI effectively. John Encizo, field CTO at Lenovo, noted that only 10% of organizations are prepared to deploy agentic AI at scale. He cautioned that many organizations lack the necessary infrastructure and governance to manage the complexities introduced by AI systems. Encizo emphasized the importance of understanding workflows and mapping decision-making processes before scaling AI technologies.
Conflicting Perspectives on AI Integration
While Visa and Mastercard's initiatives may enhance the credibility of agentic AI, some experts argue that independent AI agents could offer a more focused user experience. Aaron McPherson from AFM Consulting suggested that the appeal of integrated AI capabilities from established firms may not surpass that of independent agents designed solely for agentic tasks.
Conclusion: The Future of Agentic AI in Payments
The recent moves by Visa and Mastercard illustrate a pivotal moment in the integration of agentic AI within the payments sector. As demand for AI-driven solutions grows, the challenge remains for organizations to establish the necessary frameworks to support these technologies effectively. The success of agentic AI will depend on a careful balance between innovation and the foundational work required to ensure safe and efficient deployment.
