Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Zurich

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Financial Services Operations (FSO) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading ServiceNow Otto for Financial Services Operations (FSO) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Financial Services Operations (FSO).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Long term stable models Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. 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 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.
Zurich	Zurich Patch 7 Agentic Contact Center for Banking AI Agents and skills in FSO Streamline your front-office banking operations by using the Agentic Contact Center for Banking application that provides AI-led experience for CSRs (Customer Services Representatives) through the below agents and skills: Customer 360 Experience Customer insights AI agent - It generates insights and recommendations that help you identify relevant details and take the next best action efficiently. Customer summarization skill - It summarizes customer data from multiple FSO applications, then provides customer summaries, product ownership context, financial overviews, and recent activity information. CSR Interaction Customer support AI agent - It provides real-time contextual insights and recommended steps that help reduce manual effort and decrease handle time during customer calls. Call summarization skill - It summarizes active customer calls and other customer information, then displays relevant insights dynamically, eliminating the need to navigate multiple windows during customer calls. Zurich Patch 4 AI agents in FSO Automate ACH dispute resolution using AI-powered agents to assist in these tasks: Evaluate merchant analysis Evaluate Nacha operating guidelines Review ACH dispute return recommendation Dispute communication initiation These AI agents provide recommended outcomes along with supporting rationale to assist decision-making. However, the final decision remains entirely with the dispute agent. Dispute agents can now close tasks faster and with confidence using the Apply Recommendation option. With one click, the recommended outcome and rationale are applied and the task is closed, saving time, reducing manual effort, and boosting productivity. Now LLM LTS support for ServiceNow Otto for FSO Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. Early availability ACL security implementation Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in ServiceNow Otto 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.

Changes

Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Role configuration required for agentic workflows and AI agents Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Some Now Assist skills are turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. Changes to Now Assist usage measurement
Zurich	Zurich Patch 12 Now Assist > ServiceNow Otto announcement Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. Zurich Patch 5 Changes to Now Assist usage measurement Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic. Zurich Patch 4 Disputes intake via Virtual Agent Disputes intake via Virtual Agent has the following updates: Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook. Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined. Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD). Checks if the disputed transaction is already part of an existing case. Role configuration required for agentic workflows and AI agents Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.

Removed

Between your current release family and Zurich, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for Financial Services Operations (FSO).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Install ServiceNow Otto for FSO by requesting it from ServiceNow Store.
Zurich	Install ServiceNow Otto for FSO by requesting it from the 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

If any additional requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	The ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Financial Services Operations (FSO), such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service. Some Now Assist skills, agents, and agentic workflows are on by default. Review changes to Now Assist usage measurement. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 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). Yokohama Patch 3 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. Yokohama Patch 1 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 ServiceNow Otto for Financial Services Operations (FSO) for more information.
Zurich	Zurich Patch 12 Starting with Zurich Patch 12, ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Financial Services Operations (FSO). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. Zurich Patch 7 Improve your live customer interactions and address customer inquiries more efficiently by using ServiceNow Otto for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application. Use ServiceNow Otto for FSO customer insights AI agent and summarization skill in the Agentic Contact Center for Banking application to get insights such as customer summaries and financial overviews, for more consistent servicing and faster support. Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Leverage AI agents in ServiceNow Otto for FSO to automate the ACH dispute resolution process. Use an updated Disputes intake via Virtual Agent conversation flow that supports the revised dispute questionnaire, bypassing questions when inferring answers, and initiating ACH disputes. This flow is for both cards and non-cards (ACH). ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service. Additional role configuration required for agentic workflows and AI agents included with your applications. Early Availability Implement security in Now Assist AI agents and ServiceNow Otto for FSO skills with access control lists (ACLs). See ServiceNow Otto for FSO for more information.