--- 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 Insurance release notes for upgrades from Zurich to Australia # Combined Agentic Contact Center for Insurance release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Zurich to Australia This consolidated release notes document assists ServiceNow customers in preparing for the upgrade of the Agentic Contact Center for Insurance application from the Zurich release family to the Australia release family. It provides a unified summary of new features, changes, activation instructions, and important considerations relevant to this upgrade. Show full answer Show less ## Key Features * **Customer 360 Page:** Offers a consolidated view of insurance customer data including contact details, policies, family members covered, premiums, claims, coverages, interaction history, and attachments. * **Interaction Page:** Enables Customer Service Representatives (CSRs) to access customer contact details, profiles, live interactions, policies, interaction history, open and closed cases, attachments, and related tasks. It includes an AI agent that generates conversation summaries and recommends next steps, reducing administrative workload and speeding resolution times. * **Specialized Roles:** Provides Servicing and Claims agent roles to empower CSRs with case access and modification capabilities within defined scopes, including cases initiated by colleagues or self-service portals. It also enables control over the visibility of claims and case data on the Customer 360 page. * **AI Support:** CSRs receive AI assistance for customer engagement and profile evaluation, accelerating interaction resolution through insights, customer analysis, and actionable recommendations within a unified workspace. ## Activation and Requirements * Agentic Contact Center for Insurance is available for installation via the ServiceNow Store. Customers can request the application and access version history and cumulative release notes through the Store. * The application requires ServiceNow Otto for Financial Services Operations (FSO) for activation and configuration. Customers should review the Otto for FSO release notes for detailed guidance. * No new browser or accessibility requirements were introduced in this upgrade. ## Changes, Removals, and Deprecations No updates, removals, or deprecations were noted between the Zurich and Australia releases for this application. ## Practical Impact for ServiceNow Customers Upgrading to the Australia release provides CSRs with enhanced, AI-powered tools for efficient customer interactions and comprehensive access to customer insurance data, improving service quality and operational efficiency. Customers should ensure prerequisites such as ServiceNow Otto for FSO are met and follow activation instructions through the ServiceNow Store to successfully implement the upgrade. Consolidated page of all release notes for Agentic Contact Center for Insurance 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 Insurance 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__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 Insurance features or functionality were removed. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance features or functionality were deprecated. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__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 Insurance, such as specific requirements or compliance levels. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]