Combined Agentic Contact Center for Insurance release notes for upgrades from Xanadu to Australia

  • Release version: Australia
  • Updated July 20, 2026
  • 4 minutes to read
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    Summary of Combined Agentic Contact Center for Insurance Release Notes for Upgrades from Xanadu to Australia

    This consolidated release notes page details the upgrade path for the Agentic Contact Center for Insurance application from the Xanadu release family through to Australia. It is designed to help ServiceNow customers prepare for and understand the changes, new features, and activation requirements associated with upgrading to the Australia release.

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    New Features in Australia Release

    • Customer 360 Page: Offers a comprehensive view of insurance customer data, including contact details, policies, family members covered, premiums, claims, coverages, interaction history, and attachments.
    • Interaction Page: Provides customer service representatives (CSRs) with access to customer contact details, live interactions, policy information, interaction and case history (both open and closed), attachments, and related tasks.
    • AI Agent Support: An AI-powered agent generates conversation summaries and recommends next steps, helping to reduce administrative workload and shorten resolution times.
    • Specialized Roles: The application includes roles tailored for Servicing and Claims agents, enabling CSR capabilities such as accessing and modifying cases initiated by colleagues or through the self-service portal, with control over claims and case data visibility on the Customer 360 page.

    Changes, Removals, and Deprecations

    There were no updates, removals, or deprecations noted between Xanadu and Australia for the Agentic Contact Center for Insurance application.

    Activation and Installation

    To install Agentic Contact Center for Insurance, customers must request the application via the ServiceNow Store. The ServiceNow Store also provides cumulative release notes and version history for all released apps.

    Additional Requirements

    The Australia release requires Now Assist for Financial Services Operations (FSO). Customers should refer to the Now Assist for FSO release notes for activation and configuration information.

    Browser, Accessibility, and Localization

    No new browser, accessibility, or localization requirements or updates were introduced between Xanadu and Australia.

    Key Benefits for ServiceNow Customers

    • Workspaces enhanced with AI support improve CSR efficiency in customer engagement and profile evaluation.
    • Accelerated interaction resolution through AI-driven insights, customer analysis, and actionable recommendations.
    • Unified interface allows CSR agents to seamlessly access consolidated customer information, including policies, recent interactions, and related products.

    Consolidated page of all release notes for Agentic Contact Center for Insurance 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 Insurance release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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.

    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 Insurance.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia
    [Placeholder link text to key customer-360-insurance-agentic-contact-centre]

    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

    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

    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.

    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 Insurance 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 Insurance 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 Insurance.

    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 Insurance 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 Insurance 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 requires Now Assist for Financial Services Operations (FSO). For activation and configuration details, 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 Insurance 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 Insurance, 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 Insurance 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 Insurance 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
    • 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] for an overview of features and capabilities.