Financial Services Operations AI Agents

The following AI agents are available for Financial Services Operations.

ACH dispute return recommendation AI agent
The AI agent guides the human agent through a structured decision-making process to determine the best action for an ACH dispute return task. The ACH dispute return recommendation AI agent analyzes disputed transactions based on merchant analysis and Nacha eligibility. The agent recommends actions based on historical data, and applies predefined rules when data is limited.
Banking CSR customer insights AI agent
The AI agent answers a customer service representative's questions about a banking customer, presenting account, transaction, and case information in a clear, structured format so the representative can quickly explore relevant customer data.
Banking CSR support AI agent
The AI agent acts as a copilot for a customer service representative on a live banking call or chat, retrieving account, transaction, balance, credit, loan, and policy information in real time and presenting it in a clear, conversational format so the representative can respond quickly.
Dispute communication AI agent
The agent drafts a customer email about a card dispute outcome. It chooses the message template based on the dispute's final action, fills in the relevant transaction and merchant details, and adjusts the tone to match the template's intended message.
Friendly fraud AI agent
The agent guides the human agent through resolving a friendly fraud dispute. It recommends an action based on published guidance and similar past overrides, then supports the agent's decision with real-time context to keep resolutions accurate and compliant.
Insurance CSR customer insights AI agent
The agent acts as a copilot for a customer service representative (CSR), answering natural-language questions about a single customer's insurance policies, coverages, claims, billing, and servicing cases, as well as general product and procedural guidance, and presents structured, context-aware answers with follow-up options.
Insurance CSR support AI agent
The agent gives a customer service representative (CSR) real-time answers during a live insurance call, either from a typed question or from the latest call transcript, retrieving the customer's policy, coverage, claim, and billing data or knowledge-base guidance so the CSR can respond quickly without switching screens.
Merchant analysis for disputes AI agent
The agent evaluates the merchant behind a disputed transaction for credibility. It researches the merchant's reputation and regulatory history, weighs the evidence against a set of rules, and recommends whether the merchant is credible, with a rationale the human agent can accept or override.
Nacha operating guidelines check AI agent
The agent determines whether a return code assigned to a disputed transaction is eligible for filing. It checks the case against NACHA operating guidelines' time-frame and documentation requirements and presents its eligibility decision and reasoning to the human agent for confirmation.

Parent Topic:ServiceNow AI agents library

title	Financial Services Operations AI Agents
description	The following AI agents are available for Financial Services Operations.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/intelligent-experiences/fso-ai-agents-overview.html
release	brazil
topic_type	concept
last_updated	2026-09-28
reading_time_minutes	2
breadcrumb	Financial Services OperationsAI agents libraryAI agents and agentic workflowsEnable AI Experiences