--- 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 # Disputes intake via Virtual Agent {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read 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. ## Workflow {#disputes-intake-via-virtual-agent-fso__section_dwv_x35_tjc} The following figure shows an example interaction between the Virtual Agent topic, the form data collector application, and Now LLM. ![Interaction flow in Disputes intake via Virtual Agent between the Virtual Agent topic, form data collector application, and Now LLM.]() * The Disputes intake via Virtual Agent topic contains the logic of creating a dispute case and filling out the dispute questionnaire based on the conversation. If the answer cannot be determined from the chat responses, it will present a question in a clear and easy-to-understand way to the user. For more information, see [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."). * The form data collector takes the table name and view name as an input, and goes through each question on the form. While iterating over the questions, it asks the large language model (LLM) if the question is answered based on the chat history. If it is answered, it moves on to the next question. For more information, see [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."). * The LLM helps to infer answers from customer responses to proactively fill out fields in the record, and rephrases questions from the dispute questionnaire. {#disputes-intake-via-virtual-agent-fso__ul_xxh_m5p_xdc} Note: Certain questions will not infer answers from Now LLM to ensure that the correct dispute category and reason code are determined from the conversation. See [Bypassed questions from LLM processing](https://www.servicenow.com/docs/gRRmAiJN3r12WlZ28v0o4A#learn-about-the-form-data-collector__id_fy4_shj_xgc) for more information. * **[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. * **[Resume a Disputes intake via Virtual Agent dispute case as an agent](https://www.servicenow.com/docs/au~s6rGdXTCy0UDg53NZhg)** As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case. * **[Resume a Disputes intake via Virtual Agent dispute case as a customer](https://www.servicenow.com/docs/_sDEMD~MuJ6cdpFDKiDa2Q)** Learn how a customer can resume a card dispute case in Disputes intake via Virtual Agent when they close a Virtual Agent chat before submitting the case. * **[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 concepts** * [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** * [Configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/U1iKnsO9P3ZmYpDJwbtJSA "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.") * [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.") * [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.") * [Resume a Disputes intake via Virtual Agent dispute case as an agent](https://www.servicenow.com/docs/au~s6rGdXTCy0UDg53NZhg "As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.") * [Resume a Disputes intake via Virtual Agent dispute case as a customer](https://www.servicenow.com/docs/_sDEMD~MuJ6cdpFDKiDa2Q "Learn how a customer can resume a card dispute case in Disputes intake via Virtual Agent when they close a Virtual Agent chat before submitting the case.")