Configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO)

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

    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.

    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.

    Procedure

    1. Navigate to Admin > AI Admin Hub > AI Skills.
    2. Select the Customer > FSO 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 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.