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

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 Overview tab in Now Assist Admin.

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).
   • For information about the plugin dependencies and plugin activation order, see Application information.
   • For information about the installation process, see Install Now Assist plugins.
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 Disputes intake via Virtual Agent skill panel, select Turn on.
5. In the Turn on skill window, define the roles permitted to use this skill.

   ACLs are implemented to identify the users permitted to access the skill. See Implement access control in Now Assist AI agents for more information.

6. Select Turn on.

Result

A window displays confirming that the Disputes intake via Virtual Agent skill is active.

What to do next

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

• Customize the Virtual Agent topic in Disputes intake via Virtual Agent
  Review and modify the Virtual Agent topic in Disputes intake via Virtual Agent. Learn how the conversation workflow functions, and modify it for your own needs.