Help resolve friendly fraud disputes agentic workflow

---
title: Help resolve friendly fraud disputes agentic workflow
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/friendly-fraud-agentic-ai-workflow.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [friendly fraud AI agent, friendly fraud agentic AI, friendly fraud agentic workflow]
breadcrumb: [Configure, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Help resolve friendly fraud disputes agentic workflow

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

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configuring-agentic-workflows-in-fso.md).

## Help resolve friendly fraud disputes agentic workflow

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 **All** > **AI Agent Studio** > **Create and manage**.
2.  Select **Help resolve friendly fraud disputes**.

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.

## AI agents

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.

|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.|

**Parent Topic:**[Set up Dispute Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/setting-up-disputes-management.md)

**Related topics**  


[Detect friendly fraud](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/resolve-friendly-fraud.md)