Resolve friendly fraud by using agentic AI

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: sn_bom_credit_card.dispute_agent .

    Por Que e Quando Desempenhar Esta Tarefa

    When a friendly fraud task is identified, the Friendly fraud AI agent is displayed triggered on the Now Assist panel.
    • Tools: The agent has access to various tools, including:
      • Knowledge base (KB) articles
      • Friendly fraud 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 decides to deviate from the generated suggestion, they must provide a reason for their decision. The process includes declining requests, issuing credits, or proceeding with chargebacks, and communication templates for customer interaction.

    Procedimento

    1. Navigate to Workspaces > Financial Services Workspace and open a card dispute.
      If friendly fraud is detected based on the defined rules, the Detect friendly fraud activity appears in the Investigate stage. The transaction details along with the evidence are displayed. When the AI agent is displayed, a notification appears in the Now Assist panel and an active chat is initiated.
    2. Select the Now Assist panel icon (now assist panel icon) and open the active chat for the disputed transaction.
      In the chat, the AI agent generates a recommendation for the dispute with a valid reason.

      After the AI agent generates the recommendation, a new section appears with the AI-driven recommendation in the Resolve friendly fraud activity.

    3. In the chat, enter the number corresponding to your decision.
    4. Interact with the AI agent to continue resolving the case.
      You can continue working in the playbook activities as you interact with the AI agent.

      For information about how to resolve friendly fraud, see Detect friendly fraud and Manage customer communication.

      The Review and assess disputed transaction playbook is used to review recommendations and interact with the friendly fraud AI agent through the Now Assist panel.

    Resultado

    Based on the resolution steps that the dispute agent selects, the friendly fraud is resolved with the help of the Now Assist AI agent.