Help resolve friendly fraud disputes agentic workflow

Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers.

Help resolve friendly fraud disputes overview

The Help resolve friendly fraud disputes agentic workflow detects friendly fraud through automated checks, guides human agents toward appropriate actions, and helps draft responses for customers.

For information on modifying the agentic workflow, see Configure agentic workflows in Financial Services Operations.

Help resolve friendly fraud disputes agentic workflow

Leverage the outcomes from the friendly fraud detection to produce a recommended course of action for the human agent.

To access the agentic workflow:

1. Navigate to All > AI Agent Studio > Create and manage.
2. Select Help resolve friendly fraud disputes.

The Help resolve friendly fraud disputes agentic workflow is inactive by default. To activate it:

1. In the Help resolve friendly fraud disputes agentic workflow, select Define trigger.
2. Select the agentic workflow trigger in the list.
3. On the Edit trigger form, set Active to true.

Friendly fraud AI agent

The following tables list the agent that is used in the Help resolve friendly fraud disputes agentic workflow.

Important: In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

Resolving the friendly fraud dispute

For more information on using the Help resolve friendly fraud disputes agentic workflow, see Resolve friendly fraud by using agentic AI.

Parent Topic:Using agentic workflows in Now Assist for Financial Services Operations (FSO)