Exciting news — the Zurich Release for ServiceNow Financial Services Operations is here!
This release has been a big one for us. Alongside new AI features and workflows, we really focused on improving how we support the front office engagement, process orchestration, and AI workflows for our Wealth Management, Insurance and Banking customers.
Our most exciting innovations is in our front office with AI and unified experiences with CCaaS providers that we will continue to build upon.
Here is a glimpse of our Zurich Highlights for:
- Workspace Experiences
- Process Orchestration
- AI Agents
- Front Office Call Center
Workspace Experiences: Updates to our Financial Services Workspace and Disputes Workspace .... improved lists and cleaner forms that make life easier for agents.
Process Orchestration: Standardize repeatable work with Task Plan Templates. Empower process owners to create and adapt reusable workflows—driving consistency and accelerating orchestration across the enterprise.
AI Agent: A new Friendly Fraud AI Agent detection capability powered by an AI Agent. Automatically detect friendly fraud with custom rules and Visa Compelling Evidence 3.0
Front Office Call Center: We’re excited to introduce Record Producer in Workspace enabling reuse of portal record producers and variables to accelerate implementations, reduce admin effort, and encourage consistency across the platform. This enhancement streamlines agent case creation, provides call centers and service desks with a unified service catalog(Service Definitions) available in both the portal and back office case types, delivering a native workspace intake experience.
Lots of momentum here, and I’m looking forward to seeing how customers put these capabilities to work.
Other great Zurich References:
- Kickstart Your Zurich Release Guide - Complete Guide with 350+ Links (Mike Scully): LINK
- New agentic CRM workflows, purpose built for your industry with the Zurich release (Jeff Gore): LINK
- --Banking: AI-Powered Efficiency and Compliance
- View the Zurich Family Release article on ServiceNow.com: LINK
- FSO Live on ServiceNow: LINK
- FSO Features in Zurich (Documentation): LINK
