--- 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 ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Financial Services Operations (FSO) 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) 10 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 ServiceNow Otto for Financial Services Operations (FSO) Release Notes for Upgrades from Zurich to Australia This consolidated release notes document covers the key updates and changes for ServiceNow Otto for Financial Services Operations (FSO) from the Zurich release family through to Australia. It helps ServiceNow customers prepare for their upgrade by summarizing new features, changes, activation instructions, and important considerations across these releases. Show full answer Show less ServiceNow Otto is the conversational AI platform integrated into ServiceNow workflows, delivering agentic capabilities, multimodal interactions, and autonomous orchestration for cross-system workflows within financial services. ## New Features * **Agentic Contact Center for Banking AI Agents and Skills (Zurich):** Introduces AI agents and skills that streamline front-office banking operations with capabilities such as Customer 360 Experience insights, real-time customer support AI agents, call summarization, and automated ACH dispute resolution with recommended outcomes to enhance productivity and reduce manual effort. * **Long Term Stable (LTS) Model Support:** Integration of stable AI models for regulated industries with governance, monitoring, and compliance controls via Now LLM Service. * **ACL Security Implementation:** Enables secure execution of AI agents and workflows with predefined access control lists (ACLs) linked to user identities, enhancing security for case summarization, dispute intake, and fraud resolution workflows. * **Insurance AI Enhancements (Australia):** New AI agents and skills provide insurance customer service representatives (CSRs) with live assistance during calls, intent detection, call-context summaries, and natural-language question answering for insurance data directly within the Agentic Contact Center for Insurance. * **Banking AI Enhancements (Australia):** Expansion of AI-driven CSR support including intent detection, call summarization, customer profile summaries, and customer insights AI agents that answer natural-language queries using aggregated data in the Agentic Contact Center for Banking. * **ServiceNow AI Platform Licensing Tiers:** Introduction of three AI experience tiers---Foundation, Advanced, and Prime---each providing different levels of access to AI features, generative AI skills, agentic workflows, and AI agents based on licensing. ## Changes * **ServiceNow Otto Branding:** The AI experience formerly known as Now Assist is rebranded as ServiceNow Otto, reflecting the evolution of the conversational AI platform integrated into workflows. * **AI Usage Measurement Update:** Transition from a 365-day look-back to a 365-day burn-down model for AI usage tracking, resetting at contract anniversaries to better align with licensing and consumption. * **Disputes Intake via Virtual Agent:** Updated to follow disputes playbook questionnaires, bypassing inferred answers to improve accuracy, supporting ACH disputes including submission of Written Statement of Unauthorized Debt (WSUD), and checking existing cases. * **Role Configuration for AI Agents and Workflows:** Additional security role assignments are required to enable execution of agentic workflows and AI agents; customers must ensure appropriate roles are assigned to users for these features to function properly. * **Default Model Provider Change (Australia):** Now LLM Service is no longer the default AI model provider for new or inactive AI assets; a third-party large language model is selected by default, with Now LLM Service still available for manual selection. ## Removed and Deprecated Features No features or functionalities were removed or deprecated between Zurich and Australia releases. ## Activation and Installation ServiceNow Otto for Financial Services Operations (FSO) is available for installation via the ServiceNow Store. Customers should request the application from the store and refer to the version history release notes for comprehensive upgrade and installation information. Entitlements remain unchanged despite branding updates. ## Additional Notes * No changes to browser requirements, accessibility, localization, or additional requirements were introduced between the Zurich and Australia releases. * Patch updates within Zurich and Australia releases have included incremental improvements such as enhanced live customer interactions, AI model updates, and security improvements. ## Practical Benefits for ServiceNow Customers * Enhanced AI-driven customer service capabilities for banking and insurance, enabling faster, more accurate support and reduced manual effort. * Improved security and compliance controls for AI workflows through ACLs and stable AI models suited for regulated environments. * Flexible licensing tiers allow customers to select AI capabilities aligned with their organizational needs and maturity. * Streamlined dispute handling and virtual agent interactions improve operational efficiency and customer satisfaction. * Clear upgrade guidance and consolidated release notes simplify planning and execution of ServiceNow Otto for FSO upgrades. Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Zurich to Australia. ## 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 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 ServiceNow Otto for Financial Services Operations (FSO) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Agentic Contact Center for Banking AI Agents and skills in FSO](https://www.servicenow.com/docs/access?context=usecase-now-assist&family=zurich&ft:locale=en-US) : 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. [AI agents in FSO](https://www.servicenow.com/docs/access?context=ai-agents-fso&family=zurich&ft:locale=en-US) : Automate ACH dispute resolution using AI-powered agents to assist in these tasks: 1. Evaluate merchant analysis 2. Evaluate Nacha operating guidelines 3. Review ACH dispute return recommendation 4. 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](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=zurich&ft:locale=en-US) : 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. [ACL security implementation](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&family=zurich&ft:locale=en-US) : 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. | | Australia | [Insurance CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US) : Provides insurance CSRs with AI-driven live assistance during voice calls in Agentic Contact Center for Insurance. The agent monitors the call transcript and, when prompted, identifies the customer's intent and surfaces relevant insurance data and knowledge base content. The agent responds to typed queries, or the CSR can request to have the agent read the latest transcript to infer the customer's most recent question. [Insurance interaction context summary skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US) : Generates a call-contextual summary in the Interaction page in Agentic Contact Center for Insurance. When a call is assigned to a CSR, the skill surfaces the customer's likely reason for calling, related cases, and relevant insurance products in the Relevant details for this call card. [Insurance CSR customer insights AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US) : Enables insurance CSRs to ask natural-language questions about a customer's insurance relationship directly from the Customer 360 page. The agent retrieves data from insurance policy, claims, and servicing sources, and returns contextual responses to the CSR. [Insurance Customer Profile Summarization skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US) : Provides AI-generated summaries of an insurance customer's profile, status, and policy portfolio directly in the Customer 360 page in Agentic Contact Center for Insurance. [Banking CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US) : Provides CSRs with AI-driven live assistance during voice calls. This AI agent monitors the transcript of the call. When prompted, the agent identifies customer intent, surfaces knowledge-based recommendations, and suggests next-best actions. [Banking customer interaction context summary skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US) : Generates a call-contextual customer summary in the Interaction workspace in the Agentic Contact Center for Banking. This summary is scoped to the intent of the inbound call, providing the agent with a snapshot of the customer's situation when the call begins. [Banking CSR customer insights AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US) : Enables CSRs to ask natural-language questions about a customer directly from the Customer 360 workspace. The agent aggregates data from predefined sources, then uses the information to generate accurate, contextually relevant answers. [Banking customer profile summarization skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US) : Provides AI-generated summaries directly on the Customer 360 workspace in the Agentic Contact Center for Banking, reducing navigation across multiple systems. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto 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. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : 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. | | Australia | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&ft:locale=en-US) : ServiceNow Otto 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. [Updated default model provider for ServiceNow Otto for FSO skills](https://www.servicenow.com/docs/access?context=configure-fso-now-assist-skills&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSO is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for FSO by requesting it from the 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: ServiceNow Otto for FSO 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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | 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. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__62} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=zurich&ft:locale=en-US) for more information. | | Australia | Australia Patch 5 * Starting with Australia Patch 5, 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. Australia Patch 3 * Extend AI-powered CSR capabilities to insurance with two new skills and two new AI agents. Surface customer insurance profiles, policy details, and interaction context for personal and commercial lines customers in Agentic Contact Center for Insurance. Australia Patch 1 * Accelerate customer service for banking with a CSR support AI agent, which provides intent detection, call insights, and AI-generated suggestions displayed to CSRs during active calls. * Reduce handle time with automatic call summarization: when a call is transferred to a human agent, a contextual summary of the customer's issue is made available. * Research and prepare for customer outreach with a customer profile summary skill and a customer insights AI agent. The AI agent answers natural-language queries about a customer by dynamically drawing on data from defined data sources. See [AI in FSO](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=australia&ft:locale=en-US) for more information. | [ ]