Now Assist for Financial Services Operations release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Now Assist for Financial Services Operations release notes

    Now Assist for Financial Services Operations (FSO) is a ServiceNow application that leverages generative AI to streamline complex financial services cases such as credit card disputes and insurance claims. It enables financial institutions to automate case summarization, reduce manual effort, and improve accuracy and customer satisfaction. The application evolves with continuous enhancements to AI skills, security, and usability to support customer service operations effectively.

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    Key Features

    • Generative AI Skills: Includes dispute case summarization, claim summarization, customer profile summarization, and customer interaction context summaries to provide quick, relevant overviews of case and customer information.
    • Friendly Fraud Agent: Introduced for Advanced and Prime tiers to assist with fraud-related cases.
    • AI Search Capabilities: Allows Customer Service Representatives (CSRs) to efficiently search and retrieve pertinent information during customer interactions.
    • Subscription and Profile Support: Added to enhance customer management and provide comprehensive customer 360 views.
    • Security Enhancements: Role masking for CSR skills, security Access Control Lists (ACLs) for dispute and claim summarization, and Virtual Agent functionalities ensure controlled and secure access.
    • Multi-Cloud Model Support: Supports Amazon Bedrock, GCP Vertex AI, Azure OpenAI, and Now LLM models across all FSO skills and AI agents.
    • Accessibility & Usability Improvements: Includes support for accessibility on the Interaction page and improved prompts compatible with various AI models.
    • Virtual Agent Integration: Enables dispute intake and reporting via Virtual Agent for streamlined customer engagement.

    Practical Benefits for ServiceNow Customers

    • Accelerates case processing by automatically summarizing critical case and customer details, reducing manual review time.
    • Improves accuracy and consistency in case handling through AI-driven summarization and contextual insights.
    • Enhances CSR productivity with AI search and contextual support during customer interactions.
    • Ensures secure and role-based access to sensitive case data with robust role masking and ACLs.
    • Supports integration with multiple AI platforms, offering flexibility and future-proofing AI capabilities.
    • Facilitates better customer experiences through quick access to comprehensive customer information and streamlined dispute and claim processing.

    Version Highlights

    • Version 3.2.0 (June 2026): Added Insurance Customer Profile Summarization and interaction context summary skills.
    • Version 3.0.0 (April 2026): Introduced Friendly Fraud Agent, subscription profile support, AI Search, and accessibility support for interaction pages.
    • Version 1.2.1 (January 2026): Added LTS model support and role masking security for all skills.
    • Version 1.0.2 (February 2025): Added Disputes intake skill via Virtual Agent and enhanced plugin naming consistency.
    • Initial Release (August 2024): Launched with core generative AI capabilities for dispute and claim summarization to streamline financial services operations.

    Next Steps for Customers

    Customers should review the application listing on the ServiceNow Store for detailed system requirements and compatibility. Implementing or upgrading to the latest version ensures access to improved AI capabilities, enhanced security, and expanded skill sets that help optimize financial services workflows and customer engagements.

    Version history for the Now Assist for Financial Services Operations application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.2.0 - June 2026
    • New:
      • Added Insurance Customer Profile Summarization skill for Customer 360
      • AddedInsurance interaction context summary skill
    Version 3.1.0 - May 2026
    Changed: Updated role masking for CSR skills to use CSR sn_fso_csr.personal_agent and sn_fso_csr.business_agent roles.
    Version 3.0.0 - April 2026
    • New:
      • Added Friendly Fraud Agent capability for Advanced and Prime tiers
      • Added subscription profile support for customer management
      • AddedCustomer Profile Summarization skill to provide overview of customer information including owned financial accounts, recent activities
      • AddedCustomer Interaction Context Summary skill to provide context aware summaries of customer based on call intent
      • Enabled AI Search capabilities for Customer Service Representatives to search and retrieve relevant information
      • Introduced accessibility support for the Interaction page
    • Changed:
      • Improved prompts across multiple skills to support all AI models (3P and 5P)
      • Improved error messages for skill failure scenarios
    Version 2.0.5 - January 2026 (Zurich)
    Fixed: Fixed app dependency in package.json
    Version 1.2.1 - January 2026 (Yokohama)
    • New:
      • Added support for the LTS model for skills.
      • Added role masking security for all skills.
    Version 2.0.4 - December 2025
    • New:
      • Added support for latest Now LLM Service models on all skills.
      • New skill configuration added for financial task email draft.
    • Changed: Added dependency on CSM Gen AI application.
    Version 1.1.4 - October 2025
    • Changed
      • Version number update. No net new changes.
    Version 1.0.7 - October 2025
    • New
      • Added security ACLs for Dispute Summarization
      • Added security ACLs for Claim Summarization
    Version 1.1.3 - September 2025
    • New:
      • Added security ACLs for Dispute Summarization
      • Added security ACLs for Claim Summarization
      • Added security ACLs for Report a dispute via Virtual Agent functionality
    Version 1.1.2 - August 2025
    • New: Support for the following models - Amazon Bedrock, GCP Vertex AI (Google Gemini), Azure OpenAI, and Now LLM - across all FSO skills and AI agents.
    • Changed: Dispute Summarization - Financial transaction on Dispute Task has been added to the Now Assist Admin configuration to improve summarization results.
    Version 1.0.6 - June 2025
    Changed: Version number update. No net new changes.
    Version 1.1.1 - May 2025
    • New:
      • Added a demo data KB article that is used for the Friendly Fraud AI agent.
      • Added a recognition word to facilitate asking questions.
    • Changed:
      • Enhanced the utilization of dispute transactions for summarization and updated the dispute skill configuration.
      • In default LLM-enabled Text Input, disabled the Enforce User Input option to allow rephrasing and asking different questions based on user input.
    • Removed:
      • Removed the read-only restriction from sys_one_extend_definition_config and sys_generative_ai_prompt_config.
    Version 1.1.0 - March 2025
    Changed: Version number update; no net new changes.
    Version 1.0.5 - March 2025 (Xanadu)
    Fixed: Fixed an issue with dispute summarization by removing the obsolete chargeback reason code field from the Now Assist configuration.
    Version 1.1.0 - February 2025
    Changed: Version number update; no net new changes.
    Version 1.0.5 - February 2025
    Fixed an issue with dispute summarization by removing the obsolete chargeback reason code field from the Now Assist configuration.
    Version 1.0.2 - February 2025
    • New: New skill added: Disputes intake via Virtual Agent.
    • Changed: Plugin name changed to Now Assist for Financial Services Operations (FSO).
    • Fixed: Summarization prompt for dispute and claims.
    • Removed: Removed chargeback reason code.
    Version 1.0.1 - November 2024
    Changed: Updated the plugin name from Now Assist for Financial Services Operations to Now Assist for Financial Services Operations (FSO).
    Version 1.0.0 - August 2024
    Now Assist for Financial Services Operations (FSO) leverages generative AI capabilities to address complex cases in the financial services industry like credit card disputes and insurance claims. Features like dispute case summarization and claim summarization use generative AI to quickly and accurately summarize key case details, streamline workflows, and significantly reduce processing times and mistakes. By quickly extracting the most important information employees need to action their work, financial institutions can reduce manual effort, improve customer satisfaction, and drive growth.