Combined Agentic Contact Center for Banking release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Agentic Contact Center for Banking from Yokohama 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 Yokohama 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 Banking to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
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
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Customer 360 workspace The AI-powered Customer 360 workspace provides a unified single view of customer information across accounts, cases, and customer history. AI-generated summaries, insights, and recommendations help CSRs quickly understand customer profiles and determine the most effective next steps. CSR Interaction workspace The AI-powered CSR Interaction workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and decrease handle time. Roles for Banking personal and business CSRs This application includes roles that grant access to AI-assisted CSR experiences for business and personal banking and wealth customers. These roles enable CSR agents to view and edit all cases within their granted access scope, including cases created by other agents or submitted via the self-service portal. Banking Personal CSR Agents access all consumer cases and Banking Business CSR Agents access all account cases—both limited to their granted case types. The Now Assist AI agent inherits this scoped access for more relevant analysis.

Changes

Between your current release family and Australia, some changes were made to existing Agentic Contact Center for Banking features.

Release	Release notes
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
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
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
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
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
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
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
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
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Provide your CSRs with workspaces that offer AI-enabled assistance during customer interactions and profile analysis. Handle customer inquiries, review customer insights, and get suggested actions through AI skills and agents. View customer data such as account details and recent transactions without toggling between different applications. See Agentic Contact Center for Banking for more information.