Using agentic workflows in Now Assist for Financial Services Operations (FSO)

  • Release version: Yokohama
  • Updated March 24, 2025
  • 1 minute to read

    • Use FSO agentic workflows and AI agents to improve and enhance financial services processes.

    Table 1. Available agentic workflows for AI agents for the Financial Services Operations AI agent collection
    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 the appropriate action. If the transaction is rejected, the AI agent also helps draft an explanation for the end user.

    Friendly fraud AI agent
    Important:
    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.

    To learn about the Help resolve friendly fraud disputes agentic workflow, see Help resolve friendly fraud disputes agentic workflow.

    Looking for an AI agent?
    • 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 on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

    AI agents security

    You can enable security implementation on AI agents and agentic workflows through access control lists (ACLs) and user identities. These ACLs determine which users have permissions to discover and invoke an agentic workflow or AI agent.

    Configure and manage these ACLs for agentic workflows and AI agents in the AI Agent Studio.

    See Implement access control in Now Assist AI agents for more information.