--- 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 --- # Merchant analysis for disputes AI agent # Merchant analysis for disputes 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 Merchant analysis for disputes AI agent The Merchant analysis for disputes AI agent assists ServiceNow users in evaluating the credibility of merchants involved in disputed transactions. By researching the merchant's reputation and regulatory history, the agent provides a credibility assessment and rationale to support human agents in making informed decisions. This helps streamline dispute resolution by offering evidence-based recommendations that the human agent can accept or override. Show full answer Show less ## Workflow * The agent retrieves merchant details and verifies the necessary task data related to the disputed transaction, including case information, transaction details, customer data, dispute amount, and reason code. * It performs web searches prioritizing government and regulatory sources to gather information on the merchant's reputation, complaints, and regulatory history. If web search is unavailable, it analyzes case details alone. * The findings are evaluated against predefined credibility rules to determine if the merchant is credible. * The agent presents the credibility assessment with rationale to the human agent, who can agree or disagree. If disagreed, the agent records the human agent's reasoning and updates the assessment accordingly. * The final credibility outcome and rationale are saved on the task, and the conversation is closed. ## Configuration and Access * **Third-party and AI specialist access:** Options to enable third-party AI agents and AI specialists to use this agent are off by default but can be enabled via configuration settings to allow for extended use and customization. * **Long-term memory:** Can be enabled to allow the agent to use previous user interactions as context for improved analysis, configurable via system properties. * **Tools and scripts:** The agent leverages flow actions, scripts for credibility determination, and web search capabilities to perform its analysis. * **User roles:** Access is restricted to specific user roles related to dispute management to ensure appropriate data access and control. ## Practical Benefits * Enables faster, evidence-based assessment of merchant credibility in disputed transactions. * Supports human agents by providing transparent rationale and options to override AI recommendations. * Improves dispute resolution accuracy by incorporating regulatory and reputational information from authoritative sources. * Offers configurable access and memory settings to tailor the AI agent's use to organizational needs. The agent evaluates the merchant behind a disputed transaction for credibility. It researches the merchant's reputation and regulatory history, weighs the evidence against a set of rules, and recommends whether the merchant is credible, with a rationale the human agent can accept or override. ## Workflow {#fso-merchant-analysis-for-disputes-ai-agent__xiiwareweppx} The agent helps the human agent assess whether a disputed transaction's merchant is credible. 1. Look up the merchant details for the disputed transaction and confirm the required task data is present. 2. Display the task's case, transaction, customer, dispute amount, and reason code. 3. Search the web for information about the merchant's reputation, complaints, and regulatory history, prioritizing government and regulatory sources --- or fall back to analyzing the case details alone if search is unavailable. 4. Weigh the findings against a set of credibility rules to determine whether the merchant is credible or not. 5. Present the credibility assessment and its rationale, then ask the agent to agree or disagree. 6. If the agent disagrees, ask for their reasoning and record the opposite assessment instead. 7. Record the final credibility outcome and reasoning on the task, and close the conversation. {#fso-merchant-analysis-for-disputes-ai-agent__ol_bbt_lqf_yft} {#fso-merchant-analysis-for-disputes-ai-agent__xiiwareweppx__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 | Flow Actions : Get Merchant Details From Task Record Operations : Set AI recommendation Scripts : AI Credibility Determination Logic : Fetch Task Details : Update Merchant Analysis Final Outcome And Close The Task Web searches : Web search | | 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-merchant-analysis-for-disputes-ai-agent__ul_crg_13w_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 | Merchant analysis task | | 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]