AI-Generated Dispute Communications

Important This tool uses generative AI, which is known to include inaccurate or harmful responses. Before sharing externally, review the output for accuracy and safety. You assume responsibility for the output when sharing.

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.