🚀 Financial Services Operations (FSO) — Zurich Q4’25 General Release Now Available
We’re excited to announce the General Availability (GA) of the Financial Services Operations (FSO) Zurich Q4’25 Store Release 🎉🏦
This release delivers innovation across industry-specific financial services workflows and Customer Service horizontal capabilities, strengthening ServiceNow as the system of action for customer service, operations, and payments teams.
Zurich Q4’25 focuses on:
- Accelerating ACH and network-aligned dispute resolution
- Expanding Agentic AI across financial operations
- Advancing Customer Service capabilities that power omnichannel engagement, routing, insights, and agent productivity
🏦 FSO Payment Disputes Specific Enhancements
ACH Disputes & Network Processing
- ACH Disputes Workflow (GA)
End-to-end ACH dispute handling with built-in digital WSUD capture, and compliant task orchestration—from provisional credit through resolution. - ACH Disputes Content Pack
Out-of-the-box NACHA reason codes, decision tables, and knowledge articles that convert NACHA rules into executable workflows and enforce eligibility upfront. - ACH Agentic AI (4 AI Agents)
Purpose-built AI Agents that assist dispute analysts with: - Merchant Analysis using web intelligence
- NACHA Eligibility Validation via knowledge articles
- Return & Outcome Recommendations based on prior cases
- Customer & Interbank Communication Drafting
🎬 Feature short — ACH Disputes (Non-Card):
Learn how the ACH workflow and AI Agents streamline intake, investigation, and resolution:
Dispute Questionnaire - Enhanced Level 1 & Level 2
A consumer-friendly, network-agnostic intake experience that:
- Simplifies dispute capture for self-service and CSR-led workflows
- Automatically derives the correct Visa, Mastercard, or ACH reason code
- Enables one unified questionnaire across payment types
🎬 Feature short — Unified Dispute Questionnaire:
Other Payment Disputes Enhancements:
- Mastercard Subflows & Embedded Integration
Expanded Mastercom coverage with embedded subflows for authorization retrieval, fraud data, reversals, and full dispute lifecycle automation. - Duplicate Dispute Detection
Flags transactions already tied to active disputes to prevent duplicate or unqualified case creation. - Visa Dispute Intelligence
Embedded predictive insights—including Probability of Success—to help teams decide whether to fight or accept disputes earlier in the process. - Dispute Content Rule Packs Updates
Refreshed dispute content rule packs aligned with Visa (25.2) Bi-Annual Compliance Changes to support ongoing compliance.
🤝 Customer Service Capabilities
Zurich Q4’25 makes major investments in CRM foundations that span all FSO use cases, from contact centers to back-office operations.
Omnichannel Engagement & Routing
- Unified Routing of Email Interactions
A single routing engine that consolidates email, chat, phone, and messaging, improving routing accuracy, balancing agent capacity, and eliminating manual reassignment.
Customers may optionally route emails through their CCaaS provider while continuing to use Advanced Work Assignment (AWA) as the primary routing engine in ServiceNow.
Customer 360 & Agent Productivity
- Conversational Customer 360 Insights
Agents can ask natural-language questions such as: - “What transactions has the customer made today?”
- “Have loan repayments been on time?”
Delivered through a multi-turn conversational experience that synthesizes profile, transaction, and interaction data in real time. - Case Type Recommendations (NEW)
Automatically recommends the most relevant service definition based on interaction and case context—reducing guesswork and improving accuracy. - Task Plan Template Enhancements
Simplified admin authoring, reduced manual field selection, and template-level access controls for better governance.
AI-Driven CRM Insights (Now Assist for CSM)
- Sentiment Analysis Dashboard (NEW)
A dynamic, visual dashboard that combines KPIs with generative AI insights to explain what’s driving customer sentiment across cases, accounts, and live agents.
🎬 Feature highlight — Sentiment Analysis:
Learn how sentiment insights support faster, more confident decision-making.
- Trending Topics Dashboard (NEW)
Identifies recurring customer issues across cases and interactions, explains why they’re trending using LLM-generated insights, and forecasts emerging patterns. - Activity Response Generation
Automatically generates structured, context-aware case updates—summaries, follow-ups, and responses—improving agent productivity and communication quality.
🎬 Feature highlight — Activity Response Generation:
See how intelligent drafts streamline case updates and collaboration.
Voice & Agentic AI
- AI Voice Agents – CSR Assistant
Real-time guidance for live agents with suggested scripts and next-best actions—reducing training time and increasing confidence. - AI Voice Agents – Self-Service
Voice-native, conversational self-service that can authenticate callers, reference data, take action, and escalate to live agents with full context—integrated with the CCaaS provider of choice.
Zurich Q4’25 reinforces FSO as a platform for engagement, case management, BPM, and Agentic AI, purpose-built for the realities of financial services operations.
💬 Questions or feedback?
Drop them in the comments below—we’d love to hear from you.
