---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Agentic workflows in FSO

# Using agentic workflows in Now Assist for Financial Services Operations (FSO) {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Use FSO agentic workflows and AI agents to improve and enhance financial services processes.
{#using-ai-agent-use-cases-in-now-assist-for-fso__table_ftm_yyr_t2c__entry__3}

| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| Help resolve friendly fraud disputes | Assists human dispute agents with handling transactions flagged as friendly fraud. It leverages the results from a friendly fraud detection tool to generate recommendations for the appropriate action. If the transaction is rejected, the AI agent also helps draft an explanation for the end user. | Friendly fraud AI agent |
[Tabelle : 1. Available agentic workflows for AI agents for the Financial Services Operations AI agent collection]

{#using-ai-agent-use-cases-in-now-assist-for-fso__table_ftm_yyr_t2c}  
Wichtig:  
By default, all agentic workflows and AI agent records are read-only.

For more information on modifying an agentic workflow, see [Configuring agentic workflows in Financial Services Operations](https://servicenow-prod.fluidtopics.net/tH7kse51bS8tjcZkuRCgag "Activate and modify agentic workflows for Now Assist for FSO in AI Agent Studio.").

To learn about the Help resolve friendly fraud disputes agentic workflow, see [Help resolve friendly fraud disputes agentic workflow](https://servicenow-prod.fluidtopics.net/Y9yS7H8MVZu8_erD3cFobw "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.").

There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* **[Help resolve friendly fraud disputes agentic workflow](https://servicenow-prod.fluidtopics.net/Y9yS7H8MVZu8_erD3cFobw)**   
  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.
* **[Resolve friendly fraud by using agentic AI](https://servicenow-prod.fluidtopics.net/g6oR~TSvwxFt3nxiIETxEw)**   
  Resolve friendly fraud by using the friendly fraud AI agent to determine the actions to take for the disputed amount, the customer relationship, and assessing the outcome of the detection logic to evaluate the results.