🚀 We're excited to announce the General Availability (GA) of Financial Services Operations (FSO) 🎯 Australia Release Q2'26.
The Financial Services Operations Q2'26 release is about automating dispute resolution at scale, launching agentic contact center capabilities for insurance, and giving teams smarter tools to assess and deploy AI agents faster.
The updates in this release focus on expanding agentic automation, strengthening dispute operations, and modernizing how agents interact with customers across voice, web, and omnichannel experiences.
TL;DR — Executive Summary
Financial Services Operations Q2'26 focuses on three things: expanding agentic contact center automation, automating dispute resolution before chargebacks, and scaling AI agent deployment across your teams.
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Resolve disputes faster with automated pre-chargeback workflows — FSO Integration for Verifi CDRN delivers real-time connectivity to catch and resolve eligible disputes before they escalate, reducing chargeback costs and network risk through earlier merchant decisions.
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Launch agentic contact center for insurance — unified Customer 360, AI-guided CSR interactions, and AI support agents help insurance teams deliver faster, smarter customer outcomes with the same operational efficiency as banking.
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Scale AI agent deployment with guided assessment — AI Agent Advisor helps teams identify automation opportunities and quickly build and deploy agents without reinventing the wheel.
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Strengthen compliance and dispute operations — Visa 26.1 compliance updates, enhanced chargeback eligibility rules for Visa and Mastercard, and advanced case detection all reduce manual effort and keep your operations ahead of regulatory changes.
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Streamline agent workflows with foundational improvements — Email continuity, task automation, time tracking, and quality analysis help agents focus on what matters: customer outcomes.
Agentic Contact Center Expansion
Agentic contact center capabilities are now live for both banking and insurance. Unified customer intelligence, AI-guided interactions, and autonomous support agents reduce handle time and let agents focus on complex customer needs.
Agentic Contact Center for Banking
Banking agents now have access to Customer 360, AI-guided CSR interactions, and autonomous support agents. Agents open one screen and see the complete relationship — no toggling between systems.
For the complete banking story and demo walkthrough, check out our Agentic Contact Center for Banking post.
Agentic Contact Center for Insurance
Insurance teams now have access to the same agentic capabilities as banking. Customer 360 delivers unified customer views, AI-powered CSR interactions guide agents in real-time, and AI support agents reduce handle time while improving resolution.
Insurance Customer 360
Unified view of customer details, products, transactions, interactions, and predictive insights — agents see the complete relationship on one screen with no context switching.
Insurance Customer 360 — AI Agent
Real-time AI recommendations during calls help agents resolve issues faster and stay on track with protocol compliance.
Insurance CSR Interaction Page
AI-powered context and recommended next steps surface directly in the agent workspace, accelerating resolution and reducing handle time.
Insurance CSR Support AI Agent
Real-time coaching, suggested responses, and protocol enforcement during calls keep agents on track and customers satisfied.
For the complete insurance story and demo walkthrough, check out our Agentic Contact Center for Insurance post.
Dispute Management: Automating Pre-Resolution
FSO Integration for Verifi CDRN
Automate pre-dispute resolution with real-time Verifi CDRN connectivity
Catch disputes before they become chargebacks. FSO now integrates directly with Verifi CDRN, enabling real-time dispute eligibility assessment and automated workflows that resolve eligible disputes pre-chargeback — accelerating customer refunds and reducing network risk.
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Avoid chargeback costs and manual effort — Resolve eligible disputes pre-chargeback through automated CDRN workflows, eliminating days of investigation and reducing penalty exposure.
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Accelerate customer refunds from weeks to near real-time — When disputes are resolved early, customers see refunds faster, improving satisfaction and reducing repeat contacts for analysts.
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Reduce network risk and compliance exposure — Lower chargeback ratios by resolving disputes earlier in the lifecycle, keeping Visa and Mastercard networks healthier and your merchant relationships stronger.
Visa 26.1 Bi-Annual Compliance Changes
Automatically keeping issuers compliant with Visa changes
Multi-document submissions are automatically zipped and validated upfront against Visa rules (file type, size, structure). Agents receive immediate feedback, reducing rework and failed submissions downstream.
- Eliminate compliance drift on Visa 26.1 API and rule changes with automated questionnaire updates
- Deliver updated dispute questionnaire fields reflecting Visa's latest network rules every six months
- Standardize Visa API workflow and questionnaire compliance updates every release
Visa Chargeback Eligibility Rules
Validate Visa chargebacks before escalation
Expanded decision tables for Visa reason codes help prevent ineligible chargebacks from being submitted, improving win rates and operational efficiency.
- Reduce issuer penalties and network risk by validating eligibility rules before any submission
- Increase win rates by clearly surfacing eligibility constraints and flagging high-risk claims
- Ensure consistent and scalable compliance by embedding Visa chargeback rules and required actions into dispute workflows
Mastercard Chargeback Eligibility Rules
Enforce Mastercard chargeback eligibility with built-in validation
Expanded decision tables for Mastercard reason codes help prevent ineligible chargebacks from being submitted, improving win rates and operational efficiency.
- Reduce issuer penalties and network risk by validating eligibility rules before submission
- Increase agent accuracy and efficiency by clearly surfacing eligibility and flag high-risk chargebacks
- Ensure consistent and scalable compliance by embedding Mastercard dispute workflows through standardized rules-based validation
Foundational Capabilities
AI Agent Advisor
Discover and prioritize the right automation opportunities, then guide your team through agent setup and deployment without manual guesswork.
Conversational AI Sales Assist
Bring CRM adoption and pipeline accuracy into natural language conversations — enabling salespeople to search CRM and update deals from anywhere without context switching.
Email Continuity for Closed Interactions
Auto-link customer email replies to the correct open case, reducing average handle time by eliminating manual triage and context hunting.
Task Plan Templates: Automatic Execution
Tasks execute automatically based on workflow conditions, decreasing setup time and speeding up case resolution through condition-based automation.
Task Plan Templates: Workspace Experience
Agents get an intuitive task plan experience with visual creation of sub-tasks, scheduling inputs, and templated launches in the workspace.
Automated Quality Analysis
Move from 1-2% sampling to 100% of cases — AI-powered scoring surfaces quality gaps, accelerates coaching, and gives agents evidence-linked feedback on every interaction.
Time Tracker
Agents log work time and manage capacity while admins gain visibility into workload distribution and time spent on key activities.
Org Self-Contributor Persona
Individual users can create and manage their own support cases without going through an organizational support team, reducing workload and improving self-service.
Improved Search in Form Templates
AI-powered search helps agents find the right form template faster, increasing case consistency by surfacing the most relevant templates.
For complete release notes and additional technical details on all foundational capabilities, see the Customer Service Management Release Notes.
Summary
The Q2'26 release is about scaling agentic automation across insurance, automating dispute resolution earlier in the lifecycle, and giving your teams smarter tools to deploy and manage AI at scale.
Whether you're expanding to insurance, tightening dispute operations, or building your AI agent program, these foundational capabilities and smart automations help you reduce manual work, improve outcomes, and scale operations without adding friction.
Have questions? Drop them in the comments below — we're here to help.
