--- 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 ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Zurich to Brazil # Combined ServiceNow Otto for Financial Services Operations (FSO) 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) 11 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 ServiceNow Otto for Financial Services Operations (FSO) Release Notes for Upgrades from Zurich to Brazil This consolidated guide assists ServiceNow customers in preparing for upgrades of the ServiceNow Otto for Financial Services Operations (FSO) from the Zurich to Brazil release versions. It highlights new features, changes, activation instructions, and important considerations across the Zurich, Australia, and Brazil releases. The document is structured to clarify updates, security requirements, and licensing tiers to help financial services organizations enhance their customer service and operational efficiency using AI-driven solutions. Show full answer Show less ## New Features * **Agentic Contact Center for Banking AI Agents and Skills (Zurich \& Australia):** Provides AI-powered support to Customer Service Representatives (CSRs) with agents that generate customer insights, summarize customer data, and assist during live calls by offering real-time contextual insights and recommendations. AI agents also automate ACH dispute resolution by evaluating merchant data and dispute guidelines, improving task closure speed and accuracy. * **Insurance AI Agents and Skills (Australia):** Introduces AI-driven live assistance for insurance CSRs during calls, including intent detection, insurance profile summarization, and contextual interaction summaries to streamline servicing personal and commercial insurance clients. * **Long Term Stable (LTS) Models:** Now LLM Service supports LTS AI models offering extended stability and compliance features tailored for regulated industries. * **Security Enhancements:** Access Control Lists (ACLs) have been implemented to secure execution of AI agents, agentic workflows, and generative AI skills, with predefined ACLs provided for common use cases such as case summarization and fraud resolution. * **ServiceNow AI Platform Licensing Tiers:** Three tiers---Foundation (basic AI insights), Advanced (productivity enhancements), and Prime (full autonomous AI capabilities)---define feature access based on customer licensing. ## Changes * **Rebranding:** The AI platform experience formerly known as Now Assist is now branded as ServiceNow Otto, emphasizing its conversational AI capabilities integrated into ServiceNow workflows. * **Usage Measurement Updates:** AI usage tracking has shifted from a 365-day look-back to a burn-down model resetting annually, impacting how AI consumption is measured and reported. * **Disputes Intake Virtual Agent Enhancements:** Updated question flows to align with dispute playbooks, improved direct customer input capture, support for ACH disputes including Written Statement of Unauthorized Debt submissions, and checks for existing dispute cases. * **Role Configuration Requirements:** Additional security roles must be assigned to users for agentic workflows and AI agents to function properly. Customers should consult documentation to ensure correct role assignments. * **Model Provider Defaults:** The default large language model (LLM) provider for new or inactive AI assets has shifted to a third-party LLM, though the ServiceNow Now LLM Service remains available for manual selection. ## Activation Information ServiceNow Otto for Financial Services Operations (FSO) is available for installation via the ServiceNow Store. Customers should request the application from the Store and reference cumulative release notes for version history and additional details. No activation changes were introduced in the Brazil release. ## Additional Notes * No features or functionalities were removed or deprecated between Zurich and Brazil releases. * No updates to browser requirements, accessibility, or localization were noted across these releases. * Customers should review entitlements to confirm access to specific features, especially due to licensing tier distinctions. ## What Customers Can Expect By upgrading to the Brazil release and applying prior updates from Zurich and Australia, ServiceNow FSO customers gain enhanced AI-driven capabilities for banking and insurance customer service, streamlined dispute management, and improved security controls. These advancements enable faster case resolutions, reduced manual effort, and more informed interactions, ultimately boosting operational efficiency and customer satisfaction within financial services operations. Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Zurich to Brazil. ## 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 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 ServiceNow Otto for Financial Services Operations (FSO) to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Agentic Contact Center for Banking AI Agents and skills in FSO](https://www.servicenow.com/docs/access?context=usecase-now-assist&family=zurich&ft:locale=en-US) : 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. [AI agents in FSO](https://www.servicenow.com/docs/access?context=ai-agents-fso&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=zurich&ft:locale=en-US) : 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. [ACL security implementation](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&family=zurich&ft:locale=en-US) : 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 | [Insurance CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US) : 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. [Banking CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto 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. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : 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 | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&ft:locale=en-US) : ServiceNow Otto 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. [Updated default model provider for ServiceNow Otto for FSO skills](https://www.servicenow.com/docs/access?context=configure-fso-now-assist-skills&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSO is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for FSO by requesting it from the 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: ServiceNow Otto for FSO 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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-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 ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__82} | 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](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=zurich&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]