Submit a dispute case with Disputes intake via Virtual Agent

---
title: Submit a dispute case with Disputes intake via Virtual Agent
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/submit-dispute-case-disputes-intake-via-virtual-agent.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Disputes intake via Virtual Agent, Intake, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Submit a dispute case with Disputes intake via Virtual Agent

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.

## Before you begin

Role required: none

## Procedure

1.  Initiate a chat with Disputes intake via Virtual Agent by selecting the ServiceNow Otto icon.

2.  Select **Report a dispute**.

    \[Omitted image "disputes-va-report-dispute.png"\] Alt text: In the topics list, select Report a dispute.

    A new dispute case is created to capture the customer's responses.

3.  The Virtual Agent asks questions to determine the dispute type, and the subsequent questions from the disputes questionnaire for this particular type of dispute.

    \[Omitted image "disputes-va-customer-input.png"\] Alt text: Disputes intake via Virtual Agent will prompt the customer for information, and the customer enters the information with text responses or by selecting options. \[Omitted image "disputes-va-select-txn.png"\] Alt text: The customer may also respond to questions by selecting options presented by Disputes intake via Virtual Agent.

    The virtual agent will inform the customer if the transaction is already part of another case.\[Omitted image "disputes-va-existing-case.png"\] Alt text: Disputes intake via Virtual Agent informing the user that there are already disputes filed for the selected transaction.

    Disputes intake via Virtual Agent rephrases questions from the dispute questionnaire in a conversational format.

    The dispute case is populated with information from the customer's responses. Disputes intake via Virtual Agent infers information from responses to populate other fields as necessary.

4.  If the dispute is for an ACH transaction, the customer may be asked to sign a Written Statement of Unauthorized Debit \(WSUD\), if required.

5.  When presented with the dispute submission disclaimer, select **Yes** to agree.

    If **No** is selected more than once, the user is redirected to a live agent.


## Result

Disputes intake via Virtual Agent creates a Card Disputes Service Case and presents the customer with a reference link.

\[Omitted image "disputes-va-complete.png"\] Alt text: The customer is presented with a case number at the end of the dispute submission process.

A card dispute processor may access the record and review its details in the workspace.

**Parent Topic:**[Disputes intake via Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/disputes-intake-via-virtual-agent-fso.md)