---
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


---

# Help resolve friendly fraud disputes agentic workflow

# Help resolve friendly fraud disputes agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers.

## Help resolve friendly fraud disputes overview {#friendly-fraud-agentic-ai-workflow__section_m4v_qds_t2c}

The Help resolve friendly fraud disputes agentic workflow detects friendly fraud through automated checks, guides human agents toward appropriate actions, and helps draft responses for customers.

For information on modifying agentic workflows in FSO, see [Configure agentic workflows in Financial Services Operations](https://www.servicenow.com/docs/P1SzQAmJ0P_HZOaAdZlg7w "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.").

## Help resolve friendly fraud disputes agentic workflow {#friendly-fraud-agentic-ai-workflow__section_dt2_fhg_52c}

Leverage the outcomes from the friendly fraud detection to produce a recommended course of action for the human agent.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Help resolve friendly fraud disputes.
{#friendly-fraud-agentic-ai-workflow__ol_z52_pp2_m2c}  
The Help resolve friendly fraud disputes agentic workflow is inactive by default. To activate it:

1. In the Help resolve friendly fraud disputes agentic workflow, select Define trigger.
2. Select the agentic workflow trigger in the list.
3. On the Edit trigger form, set Active to true.
{#friendly-fraud-agentic-ai-workflow__ol_uzb_fpk_1fc}

## AI agents {#friendly-fraud-agentic-ai-workflow__section_svq_3jg_52c}

The following table lists the agent that is used in the Help resolve friendly fraud disputes agentic workflow.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.  
{#friendly-fraud-agentic-ai-workflow__table_zjv_wjg_52c__entry__2}

| AI agent | AI agent role |
|-|-|
| Friendly fraud AI agent | Assists dispute agents in resolving friendly fraud disputes by providing transaction details, recommended actions, and compliance guidelines. It also helps draft a detailed response for the customer, explaining the reasons for any rejection in further dispute processing. |
[Table 1. AI agents and their roles in the Help resolve friendly fraud disputes agentic workflow]

{#friendly-fraud-agentic-ai-workflow__table_zjv_wjg_52c}
**Related tasks**   

* [Detect friendly fraud](https://www.servicenow.com/docs/s1JhzBYHESpnLFwOuF1DCg "Detect friendly fraud and determine the course of action required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic. When the Friendly fraud AI agent is enabled as part of the Help resolve friendly fraud disputes agentic workflow, the agent recommends an action and helps draft the customer response.")

*[\>]: and then