AI-Generated Dispute Communications
Give your dispute case owners the access to AI-powered prebuilt email prompt templates. Dispute case owners use the prompt templates to compose and send emails to customers to acknowledge dispute submission and to convey dispute closure.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited Edition where Financial Services Cloud is enabled |
The prebuilt email templates use flows to get the required dispute-related data from Salesforce. The retrieved data and the context is passed to a Large Language Model (LLM) to generate relevant responses based on the stage that the dispute is in in the resolution process. Use these templates as they're or customize them to suit your business needs.
Implementing AI-generated dispute communications requires coordinating several components, such as prompt builder templates, flow orchestration, and user permissions. You configure your Salesforce instance to trigger specific prompt templates after a dispute submission or closure. Einstein Trust Layer makes sure that all customer data remains secure during the generation process. After the setup is complete, dispute case owners can review and customize AI-generated drafts directly within the dispute and dispute item records before sending.
- Considerations for Setting Up Dispute-Related Emails
There are certain points to consider before you set up dispute-related emails by using Einstein Generative AI. - Flows to Compose and Send Dispute-Related Emails
When a dispute record is created or a dispute item record is updated, the record-triggered flows associated with the records aren’t in the active state. For your dispute case owners to compose and send emails, you must activate the flows. The flows provided to compose and send dispute-related emails to customers are in the disputemanagement namespace. - Email Prompt Templates to Generate Responses with Einstein Generative AI
The Transaction Dispute Request Acknowledgment Email and Transaction Dispute Request Closure Email prompt templates give you a headstart when you dispute-related communications. You can infuse relevant context and the data the prompt templates need from various dispute-related records and a prompt flow. - Enable Transaction Dispute AI to Access Email Prompt Templates
Give users access to AI-powered service features, such as prompt templates. Dispute case owners use the Financial Services email prompt templates to create and send customized emails for transaction dispute requests. - Authorize Users to Compose and Send Dispute-Related Emails
To access and run the prebuilt email prompt templates in the email composer, assign the appropriate permission sets to your users. - Create Flow Orchestrators Used to Send Dispute-Related Emails
The Send Dispute Acknowledgement Email and Send Dispute Item Closure Email record-triggered flow orchestrations create work items for dispute case owners when a dispute request is submitted and when a dispute item’s status is updated to Settled. Within these records, dispute case owners can open the email composer and draft emails to customers by using the prebuilt email templates and Einstein Generative AI. - Add the Work Guide Component to Dispute and Dispute Item Record Pages
To help dispute case owners access their work items, add the flow orchestration work guide component to the dispute and dispute item record pages.
