Resolve ACH disputes with AI agents

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Use AI agents to streamline ACH dispute resolution in Now Assist for FSO.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent_connector and sn_bom_credit_card.dispute_agent.

    About this task

    In the ACH dispute resolution workflow, once a dispute agent is assigned to a case and its related transactions, all tasks under that transaction are automatically assigned to that dispute agent, through an out-of-the-box assignment configuration. The corresponding AI agents are invoked automatically.
    Note:
    Ensure that your assignment logic such as Advanced Work Assignment (AWA) is configured so that when a dispute case is assigned to an agent, all associated transactions are automatically assigned to the same agent. This alignment helps maintain consistency and speeds up case resolution.
    If this configuration isn’t enabled, the dispute agent must manually assign each task to themselves by selecting Assigned to Me on a specific task, to activate the AI agent.
    • Tools: The agent has access to various tools, including:
      • Knowledge base (KB) articles
      • ACH disputes task details
      • Previous cases of disputes
    • Decision Making: The human agent can follow a generated recommendation of the AI agent or make a different decision. If the human agent decides to deviate from the generated suggestion, they must provide a reason for their decision. The process includes declining recommendations, issuing credits, and communication templates for customer interaction.

    Procedure

    1. Navigate to Workspaces > Financial Services Workspace and open a card dispute.
      The AI agents are invoked in the Processing stage based on the assignment of a task to the dispute agent.
    2. Based on the analysis done, these options are displayed on the workspace.
      • Apply Recommendation: The dispute agent selects this option to agree with the recommended analysis of the AI agent. The task closes and navigates to the next task.
      • Ask a follow up: The dispute agent selects this option only if they aren’t sure about the analysis done and want to verify further. The analysis is then displayed in the Now Assist panel.

        Select the Now Assist panel icon (now assist panel icon) and open the active chat for the disputed transaction.

        Note:
        If the dispute agent disagrees with the analysis, then a rationale is prompted by the AI agent for the disagreement. On providing a valid rationale, the task proceeds to the next task.
    3. Interact with the AI agent to continue resolving the case.
      You can continue working on the tasks as you interact with the AI agent.

      For information about how to resolve ACH disputes, see Resolving ACH disputes.

    Result

    Based on the resolution steps that the dispute agent selects, the dispute is either resolved or navigates to the next step of the dispute resolution.