---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# AI in FSO

# AI in Financial Services Operations {#ariaid-title1}

Release version: Australia  
Updated March 12, 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 AI in Financial Services Operations

Financial Services Operations (FSO) leverages AI skills and agentic AI to streamline and enhance both front and back office tasks.
Key functionalities include summarizing case and customer details, facilitating dispute intake via a Virtual Agent chatbot, and automating dispute resolution workflows.
These AI capabilities are designed to improve efficiency and accuracy in handling insurance claims, card disputes, and ACH dispute cases.
Show full answer Show less  

## Key Features

* **Case Summarization:** AI can automatically summarize case details for insurance claims and card disputes, reducing manual effort and speeding up processing.
* **Virtual Agent for Dispute Intake:** A chatbot integrated with card network and issuer policies collects and infers dispute information from customer responses, populating case form fields accurately.
* **Agentic AI for Friendly Fraud:** AI agents assist dispute agents by analyzing transactions flagged as friendly fraud, providing recommendations and drafting rationales for rejected transactions.
* **AI Agents for ACH Disputes:** Automated AI agents help resolve Automated Clearing House (ACH) dispute cases efficiently.
* **Customer Insights and Front-Office Support:** AI skills support customer interactions and help uncover actionable insights to improve service delivery.
* **Data Privacy and Sensitive Data Masking:** Sensitive information such as personally identifiable information (PII) is masked during AI processing to protect data privacy and comply with regulations.
* **Licensing and Regional Availability:** Access to AI features depends on licensing and region. Some AI products may not be available in certain regulated environments or geographic locations.

## Important Considerations

* ServiceNow Otto should not be used for processing protected health information (PHI) or other highly regulated data without appropriate validation and compliance checks.
* AI-generated outputs are probabilistic and may not always be accurate or appropriate; human oversight and testing are essential, especially in critical areas like finance and legal compliance.
* Data processed by AI features may be transferred to centralized ServiceNow environments or third-party cloud providers under strict data handling policies.
* ServiceNow collects usage data to improve AI technologies, but customers can opt out of data collection if desired.

## What Customers Can Expect

By integrating AI capabilities within Financial Services Operations, customers can expect streamlined dispute handling, enhanced case summarization, improved accuracy, and more efficient customer interactions. These AI-driven improvements help reduce manual workload, accelerate resolution times, and provide better-informed decision-making support while maintaining data privacy and compliance with regional and regulatory requirements.  
Financial Services Operations has AI skills and agentic AI to support front and back office tasks. Users can summarize case and customer details, enhance disputes intake with Disputes intake via Virtual Agent, and use agentic workflows and AI agents to automate dispute resolution.

## Overview of AI capabilities in FSO {#exploring-now-assist-for-financial-services-operations-fso__section_hr3_pn5_lbc}

Use AI in FSO to do the following:

* Summarize the details of a case for an insurance claim or a card dispute.
* Use a Virtual Agent chatbot as part of the customer dispute intake flow. Card network and issuer policies are integrated in the chatbot conversation. Information on the dispute is gathered and inferred from the customer's responses and populated in case form fields.
* Use agentic AI to assist dispute agents in handling transactions that are flagged as friendly fraud. The AI agent leverages the results from a friendly fraud detection tool to generate recommendations the appropriate action. If the transaction is rejected, it also helps draft a rationale to explain the decision to the end user.
* Use AI agents to resolve ACH dispute cases.
* Use AI agents and AI skills to support customer front-office interactions, and to discover customer insights.
{#exploring-now-assist-for-financial-services-operations-fso__ul_evp_kfp_xdc}

For a full list of all AI skills, AI agents, and agentic workflows in FSO, see [AI capabilities in Financial Services Operations](https://www.servicenow.com/docs/hSKxNVCgLAKG3jp8rZpQ5g "AI capabilities available in Financial Services Operations, organized by area and application. Use this reference to identify which AI skills, agentic workflows, and AI agents support banking and insurance operations.").

Other AI features and skills are also available in ServiceNow Otto and ServiceNow Otto for Customer Service Management. For more information, see [Enable AI experiences](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Sensitive data handling and masking {#exploring-now-assist-for-financial-services-operations-fso__section_y33_bz3_mbc}

Personally identifiable information and other sensitive data can be masked so that it doesn't appear in generative AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the
original text after the response has been received. This two-way masking ensures that your users see the correct values, but the LLM provider isn't exposed to any sensitive information. For more information, see .  
Important:  
Exercise caution when using ServiceNow Otto with cases that contain sensitive data or other regulated workloads, such as healthcare claims. ServiceNow Otto should not be used for processing protected health information (PHI). When using ServiceNow Otto in a protected industry, validate and test the generated results in accordance with corresponding legislation and requirements. See [AI limitations](https://www.servicenow.com/docs/eqx2~9pMFYeT_A9o4evEVg#exploring-now-assist-for-financial-services-operations-fso__id_jvg_1wv_lbc) for more information.

## Federal exclusion notice {#exploring-now-assist-for-financial-services-operations-fso__section_yvd_n43_qbc}

Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#exploring-now-assist-for-financial-services-operations-fso__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#exploring-now-assist-for-financial-services-operations-fso__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#exploring-now-assist-for-financial-services-operations-fso__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#exploring-now-assist-for-financial-services-operations-fso__ul_j3b_4vd_wcc}

## AI limitations {#exploring-now-assist-for-financial-services-operations-fso__id_jvg_1wv_lbc}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#exploring-now-assist-for-financial-services-operations-fso__p_kv2_nfg_h1c}

## Data processing {#exploring-now-assist-for-financial-services-operations-fso__id_ads_1wv_lbc}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#exploring-now-assist-for-financial-services-operations-fso__p_lv2_nfg_h1c}

## Data collection {#exploring-now-assist-for-financial-services-operations-fso__section_fwn_gft_dcc}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#exploring-now-assist-for-financial-services-operations-fso__data-collection-p-end-2023-09}

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#exploring-now-assist-for-financial-services-operations-fso__data-collection-more-info-p-2023-09}