Help resolve friendly fraud disputes agentic workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • 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.

    Help resolve friendly fraud disputes overview

    The Help resolve friendly fraud disputes agentic workflow detects friendly fraud through automated checks, guides human agents toward appropriate actions, and helps draft responses for customers.

    For information on modifying the agentic workflow, see Configuring agentic workflows in Financial Services Operations.

    Help resolve friendly fraud disputes agentic workflow

    Leverage the outcomes from the friendly fraud detection to produce a recommended course of action for the human agent.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Help resolve friendly fraud disputes.
    The Help resolve friendly fraud disputes agentic workflow is inactive by default. To activate it:
    1. In the Help resolve friendly fraud disputes agentic workflow, select Define trigger.
    2. Select the agentic workflow trigger in the list.
    3. On the Edit trigger form, set Active to true.

    Friendly fraud AI agent

    The following tables list the agent that is used in the Help resolve friendly fraud disputes agentic workflow.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles in the Help resolve friendly fraud disputes agentic workflow
    AI agent AI agent role
    Friendly fraud AI agent Assists dispute agents in resolving friendly fraud disputes by providing transaction details, recommended actions, and compliance guidelines. It also helps draft a detailed response for the customer, explaining the reasons for any rejection in further dispute processing.

    Resolving the friendly fraud dispute

    For more information on using the Help resolve friendly fraud disputes agentic workflow, see Resolve friendly fraud by using agentic AI.