Configure Disputes intake via Virtual Agent in Now Assist for Financial Services Operations (FSO)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • If you have the admin role, you can configure Disputes intake via Virtual Agent in Now Assist for Financial Services Operations (FSO). This provides a conversational experience for your customers to submit card disputes.

    Before you begin

    Confirm that Financial Services Card Operations (sn_bom_credit_card) is installed on your instance.

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for FSO. This console contains what you need to install the plugins and configure the generative AI skills. For additional information, see Now Assist Admin console.
    Note:

    Now LLM Service is currently the only provider for this Now Assist application's skills.

    Procedure

    1. Install the Now Assist for Financial Services Operations (FSO) plugin (sn_fso_gen_ai).
    2. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the Now Assist Admin console.
    3. Select the Customer > FSO workflow group.
    4. In the Banking section, select View details.

      Disputes intake via Virtual Agent is in the Customer > FSO workflow group, under the Banking section.

    5. In the All available Banking skills section, in the Disputes intake via Virtual Agent skill panel, select Conversational Experience.
      Conversational experience will open in a new browser.

      Select Conversational Experience before activating the Disputes intake via Virtual Agent skill.

    6. In Conversational experience > Now Assist skills, activate Now Assist Topics.
      Note:
      Disputes intake via Virtual Agent requires Now Assist Topics to function. You may activate the other Conversational experience skills if desired.

      In this setup, you can also define where the Virtual Agent is displayed, the chat window branding, chat experience, and so on. For more information, see Configuring assistants overview.

    7. Return to the Banking browser window.
    8. In the Disputes intake via Virtual Agent skill tile, select Activate skill.
      Select Activate skill for Disputes intake via Virtual Agent to activate the skill.

    Result

    A window displays confirming that the Disputes intake via Virtual Agent skill is active for Now Assist for FSO.

    A window displays to confirm that Disputes intake via Virtual Agent is active.

    What to do next

    Select Setup Conversational Experience to review the configuration for Disputes intake via Virtual Agent.

    Select Return to Banking to return to the Banking skills page.

    You can choose which service provider to use for this skill in the Now Assist Admin console.