Configure agentic workflows in Financial Services Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Agentic workflows in FSO automate dispute resolution tasks by orchestrating AI agents that analyze transactions and generate recommendations. Activate workflows in AI Agent Studio to enable automated assistance for human agents handling friendly fraud cases.

    The following table shows the available agentic workflows in FSO:

    Table 1. Available agentic workflows in FSO
    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

    Activating agentic workflows

    Agentic workflows in FSO are inactive by default. To activate a workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select the agentic workflow.
    3. In the guided setup, select Define trigger.
    4. Select the agentic workflow trigger in the list.
    5. In the Edit trigger form, set Active to true.
    6. Select Save.

    Modifying agentic workflows

    Important:
    By default, all agentic workflows and AI agent records are read only.
    To modify an agentic workflow, you must first duplicate the agentic workflow, and then proceed with the following steps:
    • Activate the agentic workflow.
    • Activate the agent within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically.
    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    For more information on activating agentic workflows, triggers, and agents, see Activate an agentic workflow template and Modify an AI agent.

    Choosing a language model service provider

    You can choose which service provider to use for AI agents and agentic workflows in the AI Admin Hub console. For more information, see Manage model providers.