---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Disputes intake via Virtual Agent

# Configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
If you have the admin role, you can configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO). This provides a conversational experience for your customers to submit card disputes.

## About this task

Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer
answers and fill out dispute forms automatically. For more information, see [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/hvzwIc3cXaLEcFzRabS7aQ "Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer answers and fill out dispute forms automatically.").

## Before you begin

Verify that Financial Services Card Operations (sn_bom_credit_card) and ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_gen_ai) are installed.

* For information about the ServiceNow Otto installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
* For general information about configuring AI skills in FSO, see [Configure Financial Services Operations AI skills](https://www.servicenow.com/docs/NOMyCw0zq_Sz3jgtz6zgjg "Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.").
{#configuring-disputes-intake-via-virtual-agent__ul_kb5_2nk_mbc}

Role required: admin

## About this task

Use the AI Admin Hub console to configure ServiceNow Otto 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 AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Procedure

1. Navigate to AdminAI Skills.
2. Select the CustomerFSO workflow group.
3. In the Disputes intake via Virtual Agent skill panel, select Turn on.
4. 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 AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) for more information.
5. 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 ServiceNow Otto Admin. For more information, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
* **[Customize the Virtual Agent topic in Disputes intake via Virtual Agent](https://www.servicenow.com/docs/0BaY37KglGvXP5A5aPN4bg)**   
  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.

**Related concepts**   

* [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/hvzwIc3cXaLEcFzRabS7aQ "Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer answers and fill out dispute forms automatically.")
* [Form Data Collector](https://www.servicenow.com/docs/gRRmAiJN3r12WlZ28v0o4A "Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.")  
**Related tasks**   

* [Submit a dispute case with Disputes intake via Virtual Agent](https://www.servicenow.com/docs/5_1XDuf3Itd3p478Lq4jnA "Create a new dispute case using the Disputes intake via Virtual Agent skill in the ServiceNow Otto for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.")

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