--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Agentic Contact Center for Banking release notes for upgrades from Zurich to Brazil # Combined Agentic Contact Center for Banking release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agentic Contact Center for Banking Release Notes for Upgrades from Zurich to Brazil This consolidated release notes document assists ServiceNow customers in preparing for upgrades of the Agentic Contact Center for Banking from the Zurich release family to the Brazil release family. It outlines new features, changes, deprecations, activation steps, and other relevant information to facilitate smooth upgrade planning and execution. Show full answer Show less ## Key Features Introduced Between Zurich and Brazil * **Customer 360 Workspace (Australia release):** An AI-powered unified view of customer information aggregating accounts, cases, and history. It provides AI-generated summaries, insights, and recommendations to help Customer Service Representatives (CSRs) quickly understand customer profiles and decide on effective next steps. * **CSR Interaction Workspace (Australia release):** This AI-driven workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. It includes a customer support AI agent that offers real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and call handle time. * **Banking Personal and Business CSR Roles (Australia release):** New roles enable CSRs to access AI-assisted experiences tailored to business and personal banking. These roles allow agents to view and edit all cases within their scope, including those submitted by others or via self-service portals. The Now Assist AI agent inherits this scoped access for more relevant case analysis. Note that the Brazil release family itself did not introduce any new features or changes. ## Changes, Removals, and Deprecations There were no updates, removals, or deprecations reported for Agentic Contact Center for Banking from Zurich through to Brazil releases. ## Activation and Installation The Agentic Contact Center for Banking can be installed by requesting it from the ServiceNow Store. Customers should visit the ServiceNow Store for available applications, submitting requests, and reviewing version history for cumulative release information. ## Additional Requirements and Dependencies The application depends on ServiceNow Otto for Financial Services Operations (FSO), which should be taken into account during planning and upgrades. ## Other Considerations * **Browser and Accessibility:** No specific changes or requirements were introduced for browser compatibility or accessibility compliance between Zurich and Brazil releases. * **Localization:** No updates related to localization were noted. * **Highlights:** The Australia release emphasizes AI-enabled CSR workspaces that enhance customer interaction efficiency by providing insights, suggested actions, and consolidated customer data without requiring navigation between applications. ## Practical Implications for ServiceNow Customers Customers upgrading to Brazil can expect a stable release with no removals or deprecations, but should leverage the significant AI-driven improvements introduced in the Australia release. These features enhance CSR productivity by providing enriched customer context and AI assistance during interactions. Ensure dependent applications like Otto for FSO are in place and follow activation instructions via the ServiceNow Store to enable these capabilities. Consolidated page of all release notes for Agentic Contact Center for Banking from Zurich to Brazil. ## 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 Zurich to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agenticcontactcenterforbanking-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Agentic Contact Center for Banking. {#dfrn3-agenticcontactcenterforbanking-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Customer 360 workspace](https://www.servicenow.com/docs/access?context=customer-360-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=interaction-workspace-for-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-center-for-banking&family=australia&ft:locale=en-US) : 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agentic Contact Center for Banking features. {#dfrn3-agenticcontactcenterforbanking-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Agentic Contact Center for Banking features or functionality were removed. {#dfrn3-agenticcontactcenterforbanking-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Agentic Contact Center for Banking features or functionality were deprecated. {#dfrn3-agenticcontactcenterforbanking-summary__entry__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agentic Contact Center for Banking. {#dfrn3-agenticcontactcenterforbanking-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Agentic Contact Center for Banking by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Agentic Contact Center for Banking is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agentic Contact Center for Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : This application is dependent on ServiceNow Otto for Financial Services Operations (FSO). For more information, see [ServiceNow Otto for Financial Services Operations (FSO) release notes](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations-rn&family=australia&ft:locale=en-US). | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agentic Contact Center for Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-agenticcontactcenterforbanking-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Agentic Contact Center for Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agentic Contact Center for Banking we have noted them here. {#dfrn3-agenticcontactcenterforbanking-summary__entry__82} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-landing&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]