Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 10 minutes to read
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    Summary of Combined ServiceNow Otto for Financial Services Operations (FSO) Release Notes for Upgrades from Zurich to Australia

    This consolidated guide details the key updates, new features, changes, and important upgrade information for ServiceNow Otto for Financial Services Operations (FSO) from the Zurich release family to the Australia release. It is designed to assist ServiceNow customers in preparing for and implementing the upgrade smoothly, ensuring they leverage the latest AI-driven capabilities for financial services operations.

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    New Features

    • AI-enhanced Customer Service Agents and Skills: Introduction of AI agents and summarization skills across banking and insurance domains to streamline front-office operations. These include Customer 360 Experience agents, call summarization, dispute resolution agents, and interaction context summary skills that deliver real-time contextual insights and next-best-action recommendations during customer interactions.
    • Agentic Contact Center Enhancements: AI-driven live assistance for Customer Service Representatives (CSRs) in both Banking and Insurance, enabling natural language queries, intent detection, and dynamic surfacing of relevant customer data and knowledge base content.
    • Long-Term Stable (LTS) AI Models: Integration of long-term stable models within Now LLM Service offering improved stability and governance suitable for regulated industries.
    • Security and Access Control: Early availability of ACL-based security for AI agents and workflows, ensuring execution is controlled by user roles and identities to maintain compliance and secure operations.
    • ServiceNow AI Platform Licensing Tiers: Introduction of three licensing tiers—Foundation, Advanced, and Prime—allowing customers to select AI capabilities based on their needs, from basic insights to autonomous AI orchestration.

    Key Changes

    • Rebranding: The AI experience formerly known as Now Assist is now branded as ServiceNow Otto, reflecting evolved capabilities in conversational AI integrated with workflows.
    • Usage Measurement Update: AI usage measurement has transitioned to a 365-day burn-down model resetting at contract anniversaries, for better usage tracking and management.
    • Disputes Intake Enhancements: Updated Virtual Agent flows for dispute intake now follow revised questionnaires, support ACH disputes including Written Statement of Unauthorized Debt (WSUD), and ensure accurate categorization by requiring direct customer responses.
    • Role Configuration Requirements: Additional role assignments are necessary for agentic workflows and AI agents to function properly post-upgrade, emphasizing the need for appropriate security configuration.
    • Model Provider Updates: Default model providers for ServiceNow Otto FSO skills were updated to enhance AI performance and capabilities.

    Activation and Installation

    ServiceNow Otto for FSO can be installed and activated by requesting it through the ServiceNow Store. Customers should consult the store for app availability, version history, and submission procedures. There are no new additional requirements, browser specifications, localization, or accessibility changes introduced in this upgrade.

    Practical Benefits for ServiceNow Customers

    • Accelerate customer service with AI-powered agents that provide real-time support, reduce call handle time, and improve dispute resolution efficiency.
    • Gain consolidated customer insights and summaries that reduce the need for navigating multiple systems, enhancing CSR productivity and customer engagement quality.
    • Maintain compliance and security through ACL integration and role-based access controls for AI-driven workflows.
    • Choose AI capabilities aligned with business needs through flexible licensing tiers.
    • Benefit from stable and governed AI models suitable for the financial services sector.

    Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Zurich to Australia.

    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 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 ServiceNow Otto 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 ServiceNow Otto 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:
    1. Evaluate merchant analysis
    2. Evaluate Nacha operating guidelines
    3. Review ACH dispute return recommendation
    4. 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 ServiceNow Otto 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 ServiceNow Otto 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 3
    Insurance CSR support AI agent

    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

    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

    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

    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.

    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.

    Banking 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.

    Banking 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 ServiceNow Otto for Financial Services Operations (FSO) features.

    Release Release notes

    Zurich
    Zurich Patch 12
    Now Assist > ServiceNow Otto announcement
    Now Assist 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.
    Zurich Patch 5
    Changes to Now Assist usage measurement
    Starting with Australia Early Access, AI 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: AI 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 your 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 will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.

    Australia
    Australia Patch 5
    Now Assist > ServiceNow Otto announcement
    Australia Patch 4
    Updated default model provider for ServiceNow Otto for FSO skills

    Removed

    Between your current release family and Australia, some ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto for Financial Services Operations (FSO).

    Release Release notes

    Zurich

    Install ServiceNow Otto 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 ServiceNow Otto for FSO by requesting it from the ServiceNow Store.

    Additional requirements

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

    Release Release notes

    Zurich
    Zurich Patch 12
    • Starting with Zurich Patch 12, 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.
    Zurich Patch 7
    • Improve your live customer interactions and address customer inquiries more efficiently by using ServiceNow Otto for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application.
    • Use ServiceNow Otto 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 ServiceNow Otto 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).
    • ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service.
    • Additional role configuration required for agentic workflows and AI agents included with your applications.
    Early Availability
    • Implement security in Now Assist AI agents and ServiceNow Otto for FSO skills with access control lists (ACLs).

    See ServiceNow Otto for FSO for more information.

    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 for more information.