0
1.1.3
Zurich Patch 1, Zurich, Yokohama Patch 6, Yokohama Patch 3, Yokohama, Xanadu Patch 9, Xanadu
Now Assist for Financial Services Operations (FSO) leverages advanced generative/agentic AI to tackle complex cases in the financial services industry, including credit card disputes and insurance claims. With features like agentic workflows, AI agents, disputes intake via Virtual Agent, and case summarization, you can quickly and accurately intake case data, summarize key case details, streamline workflows, and significantly reduce processing times and mistakes. These capabilities help financial institutions minimize manual effort, enhance customer satisfaction, and drive growth.
- Agentic AI for Friendly Fraud
- Assists dispute agents in handling friendly fraud transactions using agentic AI.
- Recommends appropriate actions for friendly fraud disputes.
- Enables human agents to evaluate dispute amounts, customer relationships, and the AI agent's analysis.
- Crafts professional responses to customers regarding decision outcomes in case of deflection.
- Disputes intake via Virtual Agent
- Offer an intuitive dialogue-based channel experience for customers to submit dispute details.
- Use questions required by card processing networks.
- Leverage Now LLM to rephrase these questions in a conversational format and infer answers for unanswered questions from customer responses.
- Insurance
- Parse complex insurance claims by condensing a claim record into a brief, high-level summary.
- Use tailored inputs and prompts that addresses specific lines of business for claims.
- Support for the Now Assist panel.
- Card disputes
- Parse complex card dispute cases by condensing a dispute record into a brief, high-level summary.
- Use a tailored prompt to effectively cover a wide array of dispute cases across several categories.
- Support for the Now Assist panel.
- New
- Added security ACLs for Dispute Summarization
- Added security ACLs for Claim Summarization
- Added security ACLs for Report a dispute via Virtual Agent functionality
- Permissions and roles:
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- System administrator (admin) role is needed for the installation.