--- 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 Insurance release notes for upgrades from Zurich to Brazil # Combined Agentic Contact Center for Insurance 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 Insurance Release Notes for Upgrades from Zurich to Brazil This consolidated release notes page assists ServiceNow customers in preparing for upgrades of the Agentic Contact Center for Insurance from the Zurich to Brazil release family. It summarizes new features, changes, activation instructions, and other relevant information across releases from Zurich to Brazil, focusing on practical upgrade readiness. Show full answer Show less ## New Features * **Australia Release**: Introduced the Customer 360 page providing a unified view of insurance customer data, including contact details, policies, family members covered, premiums, claims, coverages, interaction history, and attachments. * **Interaction Page Enhancements:** Customer Service Representatives (CSRs) can access detailed customer contact profiles, live interactions, policies, interaction history, case statuses, attachments, and related tasks. AI-powered agents generate conversation summaries and recommend next steps to reduce administrative effort and speed up resolution times. * **Agentic Contact Center Components:** Specialized roles for Servicing \& Claims agents enable CSR capabilities tailored to insurance operations. These roles allow access and modification of cases within defined scopes, including cases initiated by colleagues or self-service portals, and control visibility of claims and case data on the Customer 360 page. No new features were introduced in the Zurich or Brazil releases. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations of features between the Zurich release family and Brazil. ## Activation Information * **Australia Release:** Agentic Contact Center for Insurance can be installed by requesting it from the ServiceNow Store. Customers should refer to the ServiceNow Store for all app availability, installation requests, and cumulative release notes. * No activation changes were noted for Zurich or Brazil releases. ## Additional Requirements * **Australia Release:** Requires ServiceNow Otto for Financial Services Operations (FSO). Customers should consult the Otto for FSO release notes for activation and configuration details. * No additional requirements were introduced in Zurich or Brazil releases. ## Browser, Accessibility, Localization, and Highlight Information * No updates or changes were reported for browser requirements, accessibility compliance, or localization considerations across Zurich, Australia, or Brazil releases. * **Australia Release Highlights:** Provides CSRs with AI-supported workspaces for enhanced customer engagement and profile evaluation. Accelerates interaction resolution through AI insights, customer analysis, and recommended actions. Enables unified access to comprehensive customer information, including policies and recent interactions. * No highlight updates were noted for Zurich or Brazil releases. ## Practical Implications for ServiceNow Customers When upgrading to the Brazil release family, customers will find no new features or changes compared to previous releases but should be aware of the significant AI-driven enhancements introduced in the Australia release. These enhancements provide a consolidated customer view and AI assistance to improve CSR efficiency and customer interaction outcomes. Activation for the Agentic Contact Center for Insurance requires installation via the ServiceNow Store, and customers must ensure the ServiceNow Otto for Financial Services Operations (FSO) is in place for proper functionality. This consolidated information streamlines upgrade preparation and helps customers understand feature availability, activation steps, and dependencies to optimize their insurance contact center operations. Consolidated page of all release notes for Agentic Contact Center for Insurance 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 Insurance 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 Insurance to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [\[Placeholder link text to key customer-360-insurance-agentic-contact-centre\]](https://www.servicenow.com/docs/access?context=customer-360-insurance-agentic-contact-centre&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=interactionpage-agentic-contact-centre-for-insurance&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-centre-for-insurance&family=australia&ft:locale=en-US) : 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agentic Contact Center for Insurance features. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance features or functionality were removed. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance features or functionality were deprecated. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Agentic Contact Center for Insurance 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). Note: Agentic Contact Center for Insurance 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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : This application requires ServiceNow Otto for Financial Services Operations (FSO). For activation and configuration details, 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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance, such as specific requirements or compliance levels. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-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 Insurance we have noted them here. {#dfrn3-agenticcontactcenterforinsurance-summary__entry__82} | Release | Release notes | |-|-| | 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 [\[Placeholder link text to key bundle-finso.agentic-contact-centre-for-insurance-landing\]](https://www.servicenow.com/docs/access?context=agentic-contact-centre-for-insurance-landing&family=australia&ft:locale=en-US) for an overview of features and capabilities. | | Brazil | No updates for this release. | [ ]