Combined Now Assist for Financial Services Operations (FSO) release notes for upgrades from Zurich to Australia

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist 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 Zurich 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 Now Assist for Financial Services Operations (FSO) to Australia

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


Release	Release notes
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 Now Assist for Financial Services Operations (FSO).


Release	Release notes
Zurich	Zurich Patch 7 Agentic Contact Center for Banking AI Agents and skills in FSO Streamline your front-office banking operations by using the Agentic Contact Center for Banking application that provides AI-led experience for CSRs (Customer Services Representatives) through the below agents and skills: Customer 360 Experience Customer insights AI agent - It generates insights and recommendations that help you identify relevant details and take the next best action efficiently. Customer summarization skill - It summarizes customer data from multiple FSO applications, then provides customer summaries, product ownership context, financial overviews, and recent activity information. CSR Interaction Customer support AI agent - It provides real-time contextual insights and recommended steps that help reduce manual effort and decrease handle time during customer calls. Call summarization skill - It summarizes active customer calls and other customer information, then displays relevant insights dynamically, eliminating the need to navigate multiple windows during customer calls. Zurich Patch 4 AI agents in FSO Automate ACH dispute resolution using AI-powered agents to assist in these tasks: Evaluate merchant analysis Evaluate Nacha operating guidelines Review ACH dispute return recommendation Dispute communication initiation These AI agents provide recommended outcomes along with supporting rationale to assist decision-making. However, the final decision remains entirely with the dispute agent. Dispute agents can now close tasks faster and with confidence using the Apply Recommendation option. With one click, the recommended outcome and rationale are applied and the task is closed, saving time, reducing manual effort, and boosting productivity. Now LLM LTS support for Now Assist for FSO Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. Early availability ACL security implementation Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in Now Assist for FSO. Predefined ACLs are provided for case summarization, Disputes intake via Virtual Agent, and the Help resolve friendly fraud AI agent and agentic workflow.
Australia	Australia Patch 1 Banking CSR support AI agent 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. Customer interaction context summary skill 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 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. Customer profile summarization skill 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 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.

Changes

Between your current release family and Australia, some changes were made to existing Now Assist for Financial Services Operations (FSO) features.


Release	Release notes
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Zurich Patch 4 Disputes intake via Virtual Agent Disputes intake via Virtual Agent has the following updates: Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook. Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined. Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD). Checks if the disputed transaction is already part of an existing case. Role configuration required for agentic workflows and AI agents Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Now Assist for Financial Services Operations (FSO) features or functionality were removed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Now Assist for Financial Services Operations (FSO) features or functionality were deprecated.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Now Assist for Financial Services Operations (FSO).


Release	Release notes
Zurich	Install Now Assist for FSO by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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.
Australia	Install Now Assist for FSO by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for Financial Services Operations (FSO), such as specific requirements or compliance levels.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Zurich	Zurich Patch 7 Improve your live customer interactions and address customer inquiries more efficiently by using Now Assist for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application. Use Now Assist for FSO customer insights AI agent and summarization skill in the Agentic Contact Center for Banking application to get insights such as customer summaries and financial overviews, for more consistent servicing and faster support. Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Leverage AI agents in Now Assist for FSO to automate the ACH dispute resolution process. Use an updated Disputes intake via Virtual Agent conversation flow that supports the revised dispute questionnaire, bypassing questions when inferring answers, and initiating ACH disputes. This flow is for both cards and non-cards (ACH). Now Assist for FSO skills and AI agents support model updates in Now LLM Service. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Early Availability Implement security in Now Assist AI agents and Now Assist for FSO skills with access control lists (ACLs). See Now Assist for FSO for more information.
Australia	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, which answers natural-language queries about a customer by dynamically drawing on data from defined data sources. See Now Assist for FSO for more information.