Financial Services Operations for Banking Overview Today, banks need an AI-native platform that delivers on customer expectations. Traditional CRMs were built to focus on front-end in engagement, but competitive banks require a CRM, built with AI, that spans front, middle, and back-office operations. Whether it’s applying for a new commercial bank account or disputing a charge, banks can complete the end-to-end process on one platform – boosting productivity, cutting costs, and bolstering compliance. Key use cases of Financial Services Operations: • Retail and commercial onboarding: Remove friction from onboarding processes with AI- powered application experiences that are deployable across channels. Design and automate efficient, compliant onboarding processes to meet all the necessary due diligence checkpoints. • Kontakt center and service operations: Enable customers to self-serve and quickly resolve issues through conversational chats with AI agents. Power end-to-end resolutions with agentic workflows – even for the most complex cases in banking like payment inquiries, fraud, and complaints. Why it matters Accelerate case resolution with AI Leverage AI that’s built in, not bolted on. Choose from pre- built use cases, plus adapt to your bank’s unique needs. Inspire customer loyalty and growth Provide faster, personalized customer experiences. Proactively manage risk and compliance Standardize compliant, auditable processes across the customer experience. Increase visibility into operations Strengthen processes with access to real-time analytics, dashboards, and detailed reporting. © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Andere company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Capital markets Wealth management Asset managementRetail Banking Commercial banking Fintech Year-over-year increase in self-service Increase in automated responses with AI 45% Speed to market has increased rapidly.” “ ServiceNow helps us deliver fast, easy dispute resolution.” “ 200% How it works Customer stories Conversational, convenient self-service. Reduced contact center volumes. Personalized financial guidance. Centralized data. Seamless compliance. Case manager Risk analyst AI Agent Customers Middle/back office AI Agent Fast service. Reduced operational cost. Front office AI Agent AIPlatform Triage cases – agentic workflow Gather missing information, answer informational inquiries, and escalate cases when needed Help resolve friendly fraud – agentic workflow Automatically screen every dispute case for friendly fraud. Take next steps on the appropriate resolution and cardholder communication Virtual agent Converse with customers through AI- powered chat and collect the relevant details to create a case + Dispute case intake + Scheduling assistance Chat and email reply recommendation Draft a response based on the case details, conversation and customer’s tone Case summarization Extract relevant case details and next steps from lengthy, unstructured case notes + Dispute case summarization Suggested steps generation Propose next steps based on relevant Knowledge articles and past case solutions to help resolve the case Banking data model: + Financial accounts and transactions + Customer lifecycle/KYC + Deposit operations + Card operations + Payment operations + Branch and banker + more Standard, compliant infrastructure + BIAN + ISO2022 + SWIFT + PCI complaint Pre-built integrations Kontakt center suite Seamlessly connect to CCaaS providers like Genesys and Five9 using a single interface Branch Management Support branches and branch territories with purpose-built, role-based workspaces and insights Case management Manage and track cases from intake to resolution Workforce optimization Coordinate human agents and AI agents with automated routing and assignments Deposit account onboarding Handle the process from the application experience, to account opening Treasury services onboarding Include treasury services onboarding as part of commercial account onboarding Customer lifecycle operations Automate ongoing KYC due diligence and document maintenance Complaint management Quickly and compliantly handle customer complaints in banking Dispute management Connect with card-networks in real-time to resolve disputes from intake, to chargebacks Loan servicing Streamline common loan requests with pre-built workflows Payment exceptions Resolve payment inquiries by integrating to third-party systems on one workflow Fraud management Earn customer trust by quickly resolving cases of card fraud and mitigating losses Learn more: https://www.