---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# ACH dispute return recommendation AI agent

# ACH dispute return recommendation AI agent {#ariaid-title1}

Release version: Australia  
Updated September 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ACH dispute return recommendation AI agent

The ACH dispute return recommendation AI agent assists human agents in deciding the appropriate action for ACH dispute return tasks.
It analyzes disputed transactions by considering merchant analysis and Nacha eligibility, leveraging historical data to recommend actions such as denying, filing a return, or following up with the ODFI.
When historical data is insufficient, it applies predefined rules to guide decision-making.
Show full answer Show less  

## Workflow

* The AI agent retrieves and displays relevant details including the ACH dispute task, case, transaction, customer information, dispute amount, and reason code.
* It reviews historical cases with similar reason codes and outcomes to identify patterns.
* Based on merchant analysis and NACHA guidelines, it recommends an action, providing the rationale behind the recommendation.
* The human agent can confirm or override the recommendation, supplying a reason if they choose an alternative action.
* The final decision and rationale are recorded on the dispute task, and the interaction is then closed.

## Configuration and Access

* **Third-party and AI specialist access:** These are disabled by default but can be enabled to allow third-party AI agents or AI specialists to use the agent, with additional configuration options available for specialists.
* **Long-term memory:** Disabled by default. When enabled, previous user interactions provide context for the language model to improve recommendations.
* **User roles:** Access is restricted to specific roles such as `snbomcreditcard.disputeagent` and `snbomcreditcard.disputeagentconnector` to ensure secure and appropriate use.
* **Data access roles:** Control the data scope and permitted actions for the AI agent, aligned with user roles.

## Tools and Functionality

The AI agent employs several tools and scripts to support its function, including:

* Fetching historical dispute data and counts
* Retrieving the most frequently recommended actions
* Providing recommendations when historical data is insufficient
* Updating dispute records based on final decisions

## Integration and Usage

The AI agent can be integrated into Virtual Agent or ServiceNow Otto panels through Assistant Designer for streamlined user interaction. It is designed for guided decision-making rather than autonomous workflow execution.  
The AI agent guides the human agent through a structured decision-making process to determine the best action for an ACH dispute return task. The ACH dispute return recommendation AI agent analyzes disputed transactions based on merchant analysis and Nacha eligibility. The agent recommends actions based on historical data, and applies predefined rules when data is limited.

## Workflow {#fso-ach-dispute-return-recommendation-ai-agent__lprzwjxpdaaw}

The AI agent helps the human agent decide how to resolve an ACH dispute return task.

1. Look up the ACH dispute task and display the case, transaction, customer, dispute amount, and reason code.
2. Check historical records for similar disputes with the same reason code and outcome.
3. Determine a recommended action --- deny, file a return, or follow up with the ODFI --- based on the merchant analysis and NACHA operating guidelines findings, using historical patterns when enough exist.
4. Present the recommendation and its supporting rationale, then ask the human agent to confirm or disagree.
5. If the human agent disagrees, let them choose an alternative action and provide a reason for the change.
6. Record the final action and reasoning on the dispute task.
7. Close the conversation once the task is updated.
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{#fso-ach-dispute-return-recommendation-ai-agent__lprzwjxpdaaw__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Record Operations :   Set AI recommendation Scripts :   Fetch historical data count :   Fetch most recommended frequent record :   Get recommendation for non historical data :   Retrieve record data :   Search retrieval script :   Updating the record |
| Allowed user roles The specific user roles that can access this AI agent. | * sn_bom_credit_card.dispute_agent * sn_bom_credit_card.dispute_agent_connector {#fso-ach-dispute-return-recommendation-ai-agent__ul_fl1_p4r_skc} |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * sn_bom_credit_card.dispute_agent * sn_bom_credit_card.dispute_agent_connector |
| Triggers | Recommendation Analysis Trigger |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Not applicable. |
[Table 1. Configuration]