AI in online dispute resolution
Online dispute resolution (ODR) uses an online process to negotiate, mediate, or decide a dispute. AI can organize submissions, help parties explore a settlement, or take part in deciding a case. When you need a binding decision, People’s Court gives both sides a written process, a published fee, and a signed, reasoned Award.
Which process fits your dispute?
| Process | Who decides | When it fits |
|---|---|---|
| Negotiation or mediation | The parties choose whether to settle. A mediator helps them find terms. | Both sides are open to a deal, including one that changes how they work together. |
| Nonbinding assessment | A reviewer or AI gives an opinion. Each side decides whether to act on it. | You want a second view before deciding whether to pursue a formal case. |
| Marketplace or payment dispute | The platform or payment provider applies its own rules. | You want a refund, account action, or other remedy that provider controls. |
| Online arbitration | The agreed tribunal decides and issues an award under the chosen rules. | The parties have an arbitration agreement or can agree to arbitrate now and need a binding decision. |
Where does AI fit?
In mediation, AI can summarize the issues or suggest settlement terms for the parties to consider. A marketplace can use it to sort refund requests and flag missing receipts. In arbitration, ask whether AI organizes the evidence, drafts for a human arbitrator, or acts as the tribunal under the agreed procedure. If you want an assessment without a binding process, check that the provider clearly labels the opinion and explains what information it considered.
Example: a client disputes a final invoice
A client says the freelancer missed a deliverable. If both still want the work finished, mediation could help them agree on a new deadline and payment schedule. If they need someone to decide what the existing contract requires, arbitration can address that question on evidence such as the statement of work, change approvals, delivery records, and invoice. Before choosing a written process, consider whether you already have the documents you need and whether the dispute calls for a hearing or discovery.
What to check before choosing an ODR platform
- Authority. Who agrees to the process, what rules apply, and can each side see and respond to the other’s submissions?
- Role of AI. Does it summarize, suggest settlement terms, draft for a human, or decide? Who can correct an error, and what can be reviewed?
- Result. Ask for a sample and find out whether it is a recommendation, a settlement, a payment decision, or an award. Check who can carry it out.
- Practical fit. Check the total cost, notice and response periods, evidence limits, and how the provider handles confidential material.
People’s Court is listed in the NCTDR provider directory. For guidance on what to ask any provider about its use of AI, see the NCTDR and ICODR guidance on AI in dispute resolution.
Get a reasoned Award from People’s Court
Both sides file their evidence and arguments online, and the Tribunal decides from the same closed Record. Choose AI-only for the lower fee, or agree on AI-assisted human to have a human arbitrator decide and sign the Award. The Rules also provide for human referral when required and one paid human appeal unless all parties expressly waive it.
Read a sample Award, compare AI arbitration platforms, or see how a binding Award differs from court enforcement. For a nonbinding opinion, see Quick Ruling.