--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Agentic Contact Center for Banking release notes for upgrades from Zurich to Australia # Combined Agentic Contact Center for Banking release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 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 Banking release notes for upgrades from Zurich to Australia This consolidated release notes document guides ServiceNow customers through the upgrade process of the Agentic Contact Center for Banking from the Zurich release to the Australia release. It highlights new features, changes, activation steps, and dependencies relevant to this upgrade, enabling banking customer service representatives (CSRs) to leverage enhanced AI-powered workspaces for improved customer engagement. Show full answer Show less ## New features * **Customer 360 workspace:** An AI-powered unified view combining customer accounts, cases, and history. It delivers AI-generated summaries, customer insights, and recommendations to help CSRs quickly understand customer profiles and decide on next actions effectively. * **CSR Interaction workspace:** Streamlines live customer conversations by presenting customer details, account information, and interaction history in one place. The integrated customer support AI agent provides real-time insights, call summaries, and suggested next steps to reduce manual effort and lower handle times. * **Roles for Banking personal and business CSRs:** Introduces role-based access tailored for personal and business banking CSRs, allowing them to view and edit all cases within their access scope, including cases created by others or via the self-service portal. The Now Assist AI agent inherits these scoped permissions for delivering relevant assistance. ## Important upgrade considerations * No feature removals, changes, or deprecations occurred between Zurich and Australia releases for Agentic Contact Center for Banking. * Activation requires requesting the application from the ServiceNow Store. Customers should visit the store to submit requests and view app version histories. * The Australia release depends on ServiceNow Otto for Financial Services Operations (FSO). Customers should review FSO release notes to ensure compatibility. * There are no new browser or accessibility requirements noted with this upgrade. ## Customer benefits With the Australia release, banking CSRs gain AI-enabled workspaces that consolidate customer data and interaction histories, improving efficiency and decision-making during support calls. The AI-driven insights and suggested actions reduce manual workload and enable faster customer issue resolution. Role-based access ensures appropriate case visibility and editing capabilities aligned with CSR responsibilities. Consolidated page of all release notes for Agentic Contact Center for Banking from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agentic Contact Center for Banking release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Banking to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agenticcontactcenterforbanking-summary__entry__2} | Release | Release notes | |-|-| | 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 Banking. {#dfrn3-agenticcontactcenterforbanking-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Customer 360 workspace](https://www.servicenow.com/docs/access?context=customer-360-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : The AI-powered Customer 360 workspace provides a unified single view of customer information across accounts, cases, and customer history. AI-generated summaries, insights, and recommendations help CSRs quickly understand customer profiles and determine the most effective next steps. [CSR Interaction workspace](https://www.servicenow.com/docs/access?context=interaction-workspace-for-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : The AI-powered CSR Interaction workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and decrease handle time. [Roles for Banking personal and business CSRs](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : This application includes roles that grant access to AI-assisted CSR experiences for business and personal banking and wealth customers. These roles enable CSR agents to view and edit all cases within their granted access scope, including cases created by other agents or submitted via the self-service portal. Banking Personal CSR Agents access all consumer cases and Banking Business CSR Agents access all account cases---both limited to their granted case types. The Now Assist AI agent inherits this scoped access for more relevant analysis. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Agentic Contact Center for Banking features. {#dfrn3-agenticcontactcenterforbanking-summary__entry__14} | Release | Release notes | |-|-| | 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 Banking features or functionality were removed. {#dfrn3-agenticcontactcenterforbanking-summary__entry__20} | Release | Release notes | |-|-| | 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 Banking features or functionality were deprecated. {#dfrn3-agenticcontactcenterforbanking-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Agentic Contact Center for Banking. {#dfrn3-agenticcontactcenterforbanking-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Agentic Contact Center for Banking 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). Important: Agentic Contact Center for Banking 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 Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : This application is dependent on ServiceNow Otto for Financial Services Operations (FSO). For more information, 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 Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Agentic Contact Center for Banking, such as specific requirements or compliance levels. {#dfrn3-agenticcontactcenterforbanking-summary__entry__50} | Release | Release notes | |-|-| | 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 Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__56} | Release | Release notes | |-|-| | 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 Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * Provide your CSRs with workspaces that offer AI-enabled assistance during customer interactions and profile analysis. * Handle customer inquiries, review customer insights, and get suggested actions through AI skills and agents. * View customer data such as account details and recent transactions without toggling between different applications. See [Agentic Contact Center for Banking](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-landing&family=australia&ft:locale=en-US) for more information. | [ ]