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

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 for 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.

• Help resolve friendly fraud disputes agentic workflow
  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.
• Resolve friendly fraud by using agentic AI
  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.