Submit a dispute case with Disputes intake via Virtual Agent

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

    • Create a new dispute case using the Disputes intake via Virtual Agent skill in the Now Assist for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.

    Before you begin

    Role required: none

    Procedure

    1. Initiate a chat with Disputes intake via Virtual Agent by selecting the chat bubble.
    2. In the chat window, select Show all my options.
      Select Show all my options when the chat window appears.
    3. In the topics list, select Report a dispute.

      In the topics list, select Report a dispute.

      A new dispute case is created to capture the customer's responses.

    4. The Virtual Agent asks questions to the user to determine the dispute type, and the subsequent questions from the disputes questionnaire for this particular type of dispute.

      Disputes intake via Virtual Agent will prompt the customer for information, and the customer enters the information with text responses or by selecting options. The customer may also respond to questions by selecting options presented by Disputes intake via Virtual Agent.

      Disputes intake via Virtual Agent rephrases questions from the dispute questionnaire in a conversational format.

      The dispute case is populated with information from the user's responses. Disputes intake via Virtual Agent infers information from responses to populate other fields as necessary.

    5. When presented with the dispute submission disclaimer, select Yes to agree.
      If No is selected more than once, the user is redirected to a live agent.

    Result

    Disputes intake via Virtual Agent creates a Card Disputes Service Case and presents the customer with a reference link.

    The customer is presented with a case number at the end of the dispute submission process.

    A card dispute processor may access the record and review its details in the workspace.