--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Agentic Contact Center for Insurance release notes for upgrades from Xanadu to Australia # Combined Agentic Contact Center for Insurance release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agentic Contact Center for Insurance Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document assists ServiceNow customers in preparing for the upgrade of the Agentic Contact Center for Insurance from the Xanadu to Australia release family. It includes key information about new features, changes, removals, deprecations, activation, requirements, and other considerations relevant to the upgrade process. Show full answer Show less ## New Features * **Customer 360 Page:** Provides a unified, comprehensive view of insurance customer data including contact details, policies, family member coverage, premiums, claims, coverages, interaction history, and attachments. * **Interaction Page:** Offers customer service representatives (CSRs) access to customer contact details, live interactions, policies, interaction history, case statuses, attachments, and related tasks. An AI agent generates conversation summaries and next-step recommendations, reducing administrative workload and improving resolution times. ## Components and Roles The application delivers specialized roles tailored for Servicing and Claims agents that enable comprehensive CSR capabilities within insurance operations. These roles allow agents to access and modify cases within authorized scopes, including cases initiated by colleagues or self-service portals. It also provides control over the visibility of claims and case data on the Customer 360 page. ## Changes, Removals, and Deprecations There are no updates, removals, or deprecations noted between the Xanadu and Australia releases for Agentic Contact Center for Insurance, indicating feature stability throughout these versions. ## Activation and Installation To activate Agentic Contact Center for Insurance, request the application via the ServiceNow Store. The app is available for installation there, and customers can review cumulative release notes and version history on the store page. Activation requires coordination with ServiceNow Store procedures. ## Additional Requirements The Australia release requires ServiceNow Otto for Financial Services Operations (FSO) for activation and configuration. Customers should consult the Otto for FSO release notes for detailed setup guidance. ## Browser, Accessibility, and Localization No updates or specific requirements regarding browser compatibility, accessibility compliance, or localization considerations were introduced between Xanadu and Australia releases. ## Highlighted Benefits * Workspaces equipped with AI support empower CSRs to enhance customer engagement and perform profile evaluations efficiently. * AI-driven insights accelerate case resolution by providing customer analysis and actionable recommendations. * CSRs gain streamlined access to consolidated customer information, including policy details and recent interactions, within a unified interface that supports faster and informed decision-making. Consolidated page of all release notes for Agentic Contact Center for Insurance from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agentic Contact Center for Insurance release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. 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 Agentic Contact Center for Insurance to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Agentic Contact Center for Insurance. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | [\[Placeholder link text to key customer-360-insurance-agentic-contact-centre\]](https://www.servicenow.com/docs/access?context=customer-360-insurance-agentic-contact-centre&family=australia&ft:locale=en-US) : The Customer 360 page delivers a consolidated view of insurance customer data spanning contact details, policies, details of family members covered, premiums, claims, coverages, interaction history, and attachments. [Interaction page](https://www.servicenow.com/docs/access?context=interactionpage-agentic-contact-centre-for-insurance&family=australia&ft:locale=en-US) : The CSR Interaction page provides customer contact details and profiles, live interactions, policies, interaction history, open and closed cases, attachments, and related tasks.The AI agent generates conversation summaries and next-step recommendations to help reduce administrative tasks and resolution times. [Components Installed with Agentic Contact Center for Insurance](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-centre-for-insurance&family=australia&ft:locale=en-US) : This application provides specialized roles for Servicing \& Claims agents that enable CSR capabilities for insurance operations. With these roles, you can access and modify cases within the permitted scope, encompassing cases initiated by colleagues or through the self-service portal. You can also control the visibility of claims and case data on the Customer 360 page. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Agentic Contact Center for Insurance features. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Agentic Contact Center for Insurance features or functionality were removed. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Agentic Contact Center for Insurance features or functionality were deprecated. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Agentic Contact Center for Insurance. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Activation information : Install Agentic Contact Center for Insurance by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Note: Agentic Contact Center for Insurance is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agentic Contact Center for Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Additional requirements : This application requires ServiceNow Otto for Financial Services Operations (FSO). For activation and configuration details, see [ServiceNow Otto for Financial Services Operations (FSO) release notes](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations-rn&family=australia&ft:locale=en-US). | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agentic Contact Center for Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Agentic Contact Center for Insurance, such as specific requirements or compliance levels. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Agentic Contact Center for Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agentic Contact Center for Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | * Provides CSRs with workspaces that include AI support for customer engagement and profile evaluation. * Accelerates interaction resolution with AI insights, customer analysis, and action recommendations. * Enables CSR agents to access consolidated customer information including policy details, recent interactions, and related products information within a unified interface. See [\[Placeholder link text to key bundle-finso.agentic-contact-centre-for-insurance-landing\]](https://www.servicenow.com/docs/access?context=agentic-contact-centre-for-insurance-landing&family=australia&ft:locale=en-US) for an overview of features and capabilities. | [ ]