Now Assist for Financial Services Operations (FSO) release notes
- UpdatedJan 30, 2025
- 3 minutes to read
- Yokohama
- Release Notes and Upgrades
The ServiceNow® Now Assist for Financial Services Operations (FSO) application brings generative and agentic AI to Financial Services Operations. Features include AI agents, case summarization, disputes intake via Virtual Agent, and support for third-party language models. Now Assist for FSO was enhanced and updated in the Yokohama release.
Now Assist for FSO highlights for the Yokohama release
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Implement security in Now Assist AI agents and Now Assist for FSO skills with Access Control Lists (ACLs).
- Streamline the friendly fraud dispute resolution process for human agents and make informed decisions by using the Now Assist friendly fraud AI agent.
- Maintain positive customer relationships by using the AI agent to craft responses with the right tone and language.
- Enable agents to evaluate and review the amount being disputed, the customer relationship, and the outcome of the detection logic.
- Streamline the card dispute submission process for cardholders with a dispute intake workflow by using Now Assist in Virtual Agent.
- Use a conversational, natural language interface that makes data collection more engaging and less tedious compared to a traditional form.
- Increase efficiency by inferring information from the customer’s responses in the conversation.
See Now Assist for Financial Services Operations (FSO) for more information.
New in the Yokohama release
- Yokohama Patch 6
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- ACL security implementation
- Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in Now Assist for FSO.
Predefined ACLs are provided for case summarization, Disputes intake via Virtual Agent, and the Help resolve friendly fraud AI agent and agentic workflow.
- Yokohama Patch 3
- Using agentic workflows in Now Assist for Financial Services Operations (FSO)
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Resolve disputes that are flagged as friendly fraud with comprehensive guidance from the friendly fraud AI agent. Leverage the AI agent's step-by-step recommendations and detailed responses to explain the decisions made regarding disputes. Based on the AI agent recommendations, issue credit to customers, decline disputes, or initiate an exception process.
- Yokohama Patch 1
- Disputes intake via Virtual Agent
- Provide an intuitive dialog-based channel experience for your customers to submit details on a dispute case. The dispute intake via Virtual Agent leverages questions that are required by the card processing networks. Now LLM Service rephrases these questions in a conversational format and infers the answers for the unanswered questions from customer responses.
Activation information
Install Now Assist for FSO by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Additional requirements
The Now Assist for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.