Combined Agentic Contact Center for Banking release notes for upgrades from Xanadu to Australia
Summarize
Summary of Combined Agentic Contact Center for Banking Release Notes for Upgrades from Xanadu to Australia
This document consolidates the release notes for upgrading the Agentic Contact Center for Banking from the Xanadu release family to the Australia release family. It provides customers with essential details on new features, upgrade preparations, dependencies, and activation instructions relevant to this upgrade path. The notes highlight enhancements introduced in the Australia release and confirm that no features were removed, deprecated, or changed from previous releases.
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Key Features in the Australia Release
- Customer 360 Workspace: An AI-powered unified view presenting comprehensive customer information across accounts, cases, and history. This workspace delivers AI-generated summaries, insights, and recommendations to help Customer Service Representatives (CSRs) quickly understand customer profiles and determine effective next steps.
- CSR Interaction Workspace: This AI-driven workspace streamlines live customer conversations by showing customer details, account information, and interaction history. The embedded customer support AI agent offers real-time contextual insights, call summaries, and suggested next steps, reducing manual effort and call handling time.
- Roles for Banking Personal and Business CSRs: Defined roles enable access to AI-assisted CSR experiences tailored for business and personal banking and wealth customers. These roles allow CSRs 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 respects these scoped access rules for delivering relevant analysis.
Upgrade Preparation and Activation
- Pre- and Post-Upgrade Tasks: Customers are advised to review and complete necessary tasks before and after upgrading to the Australia release to ensure a smooth transition.
- Installation: Agentic Contact Center for Banking can be installed by requesting it through the ServiceNow Store. Customers should reference the store for available apps and submission procedures.
- Dependencies: The application requires Now Assist for Financial Services Operations (FSO) to function correctly. Customers should review the FSO release notes for additional details.
- Browser and Accessibility: There are no new browser requirements or accessibility changes introduced in this upgrade.
Additional Notes
- No features were removed or deprecated between Xanadu and Australia releases.
- Localization and highlight considerations remain unchanged.
- The Australia release enhances CSR productivity by providing AI-assisted workspaces that consolidate customer data and suggested actions, minimizing the need to switch between multiple applications.
What Customers Can Expect
By upgrading to the Australia release, ServiceNow customers using Agentic Contact Center for Banking can leverage AI-powered tools to improve customer service efficiency. CSRs gain streamlined access to comprehensive customer profiles and interaction histories, real-time AI insights, and actionable recommendations. These enhancements are designed to reduce handle times, improve case management, and provide more personalized customer interactions within their banking contact center environment.
Consolidated page of all release notes for Agentic Contact Center for Banking from Xanadu 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 Xanadu to Australia.
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
|
Changes
Between your current release family and Australia, some changes were made to existing Agentic Contact Center for Banking features.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
Install Agentic Contact Center for Banking by requesting it from ServiceNow Store. Visit the ServiceNow Store 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. |
Additional requirements
If any additional requirements were introduced or changed for Agentic Contact Center for Banking we have noted them here.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
This application is dependent on Now Assist for Financial Services Operations (FSO). For more information, see Now Assist for Financial Services Operations (FSO) release notes. |
Browser requirements
If any specific browser requirements were introduced or changed for Agentic Contact Center for Banking we have noted them here.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
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.
| Release | Release notes |
|---|---|
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
See Agentic Contact Center for Banking for more information. |