--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Australia to Brazil # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Australia to Brazil This consolidated release notes document covers all updates and changes to ServiceNow Otto for Financial Services Operations (FSO) from the Australia release through to Brazil. It is designed to help ServiceNow customers prepare for upgrades by summarizing new features, changes, and important upgrade considerations across these releases. Where no updates exist for a release, this is clearly noted. Show full answer Show less ## New Features * **Insurance CSR Support AI Agent:** Provides AI-driven live assistance during voice calls within Agentic Contact Center for Insurance. It analyzes call transcripts in real time, identifies customer intent, and surfaces relevant insurance data and knowledge base content to customer service representatives (CSRs). * **Insurance Interaction Context Summary Skill:** Generates contextual call summaries on the Interaction page, highlighting the customer's likely reason for calling, related cases, and relevant insurance products. * **Insurance CSR Customer Insights AI Agent:** Allows CSRs to ask natural-language questions about customer insurance relationships directly from the Customer 360 page, retrieving contextual data from policies, claims, and servicing sources. * **Insurance Customer Profile Summarization Skill:** Provides AI-generated summaries of an insurance customer's profile, status, and policy portfolio within Customer 360. * **Banking CSR Support AI Agent:** Offers live AI assistance during banking calls, identifying customer intent, recommending knowledge articles, and suggesting next-best actions. * **Banking Customer Interaction Context Summary Skill:** Creates call-contextual summaries in the Agentic Contact Center for Banking, giving agents a snapshot of the customer's situation. * **Banking CSR Customer Insights AI Agent:** Enables natural-language queries about banking customers from the Customer 360 workspace, aggregating data to provide accurate and contextually relevant answers. * **Banking Customer Profile Summarization Skill:** Provides AI-generated customer summaries directly on the Customer 360 workspace to reduce navigation across multiple systems. * **ServiceNow AI Platform Licensing Tiers:** Introduces three tiers---Foundation, Advanced, and Prime---offering increasing AI capabilities from basic insights to autonomous action and custom AI asset creation, allowing customers to select the level that matches their needs. ## Changes * **ServiceNow Otto Rebranding:** The AI experience formerly called Now Assist is now branded as ServiceNow Otto. This platform integrates conversational AI with ServiceNow workflows, supports multimodal interactions, and enables autonomous orchestration of cross-system workflows. * **Default Model Provider Update:** The default large language model (LLM) provider for ServiceNow Otto for FSO skills has changed from the Now LLM Service to a third-party LLM for new or inactive AI assets. Existing configurations remain unchanged, and the Now LLM Service remains available for manual selection. ## Activation and Upgrade Guidance * ServiceNow Otto for FSO is available through the ServiceNow Store. Customers must request installation via the Store and can view available apps and version histories there. * Before upgrading to Brazil, customers should review and complete any pre- and post-upgrade tasks as outlined in the release notes. ## Additional Information * No removals, deprecations, browser requirement changes, accessibility updates, or localization notes were introduced between Australia and Brazil releases. * Australia Patch 5 officially introduced the ServiceNow Otto brand, though product entitlements remain unchanged. ## Practical Implications for ServiceNow Customers Upgrading to Brazil from Australia provides significant enhancements in AI-driven CSR support for both insurance and banking sectors, improving agent efficiency and customer experience through real-time assistance, call summarization, and customer insights. The rebranding and AI platform tiering help align capabilities with customer needs and licensing preferences. Customers should activate ServiceNow Otto via the ServiceNow Store and follow upgrade guidance to ensure seamless adoption of new features and platform improvements. Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Australia to Brazil. ## 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 Australia to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__8} | Release | Release notes | |-|-| | 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__14} | Release | Release notes | |-|-| | 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. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | No updates for this release. | [ ] ## 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | No updates for this release. | [ ]