Disputes intake via Virtual Agent

  • Release version: Australia
  • Updated July 1, 2026
  • 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

    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.
    • 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.
    • The LLM helps to infer answers from customer responses to proactively fill out fields in the record, and rephrases questions from the dispute questionnaire.
    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 for more information.