AI capabilities in Financial Services Operations

  • Release version: Australia
  • Updated July 1, 2026
  • 3 minutes to read
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    Summary of AI capabilities in Financial Services Operations

    This content outlines the AI capabilities available in ServiceNow Financial Services Operations (FSO) specifically for banking and insurance sectors. These AI tools include AI skills, agentic workflows, and AI agents designed to streamline case management, customer interactions, and dispute resolution. ServiceNow customers can use this reference to identify and apply AI functionalities that enhance operational efficiency and improve service quality in banking and insurance processes.

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    Banking AI Capabilities

    • Case Management: AI skills such as Case Summarization generate concise overviews from case records, helping agents quickly grasp case context.
    • Dispute Management: Includes AI skills for dispute intake via Virtual Agent and agentic workflows like the Friendly Fraud workflow that assist dispute agents by highlighting transaction details, suggesting next steps, and drafting responses.
    • ACH Dispute AI Agents: Specialized agents assess merchant credibility, check Nacha operating guidelines compliance, recommend dispute returns or denials, and automate communication with customers and financial institutions throughout the dispute lifecycle.
    • Agentic Contact Center for Banking: Provides AI skills and agents for summarizing customer profiles and interaction history, delivering customer insights, and supporting customer service representatives (CSRs) as a copilot during interactions.

    Insurance AI Capabilities

    • Case Management: Similar to banking, AI skills generate case summaries to provide quick context.
    • Agentic Contact Center for Insurance: AI skills summarize customer profiles and interaction context, while AI agents assist CSRs by delivering comprehensive customer insights related to policies, claims, and servicing cases. AI agents also act as real-time copilots during live calls, supporting typed and transcript-based queries strictly scoped to insurance topics.

    Practical Use and Benefits

    • These AI capabilities help ServiceNow customers accelerate case resolution, improve accuracy in dispute decisions, and enhance customer service efficiency.
    • Agentic workflows and AI agents automate complex tasks such as eligibility checks and communication, reducing manual effort and errors.
    • Customer service representatives gain intelligent assistance through AI-powered summaries and insights, enabling faster and more informed responses.
    • Overall, these AI tools support compliance with industry standards (e.g., Nacha guidelines) and help maintain consistent, high-quality financial service operations.

    AI capabilities available in Financial Services Operations, organized by area and application. Use this reference to identify which AI skills, agentic workflows, and AI agents support banking and insurance operations.

    Table 1. Banking AI capabilities in FSO
    Application Name Description Type
    Case management Case summarization Generate a summary from the defined fields on the case record and quickly understand the case context. AI skill
    Dispute Management Disputes intake via Virtual Agent Create a dispute case by interacting with a Virtual Agent, which collects and infers details from customer responses. AI skill
    Agentic Contact Center for Banking Banking customer profile summarization Generate an overview of a banking customer's status and information in the Customer 360 page. AI skill
    Agentic Contact Center for Banking Banking customer interaction context summary Generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history. AI skill
    Dispute Management Friendly fraud agentic workflow Helps dispute agents resolve friendly fraud cases by showing key transaction details, suggesting next steps, and drafting clear customer responses, including reasons for any rejection.

    Includes the Friendly fraud AI agent to carry out these actions.

    		 Agentic workflow
    Dispute Management (ACH) Merchant analysis for disputes AI agent Assesses merchant credibility in the context of the disputed transaction's reason, using web intelligence and internal dispute history, eliminating manual research. AI agent
    Dispute Management (ACH) Nacha operating guidelines check AI agent Verifies chargeback eligibility of transactions against Nacha operating guidelines without relying on complex system rules. AI agent
    Dispute Management (ACH) ACH dispute return recommendation AI agent Combines merchant risk analysis and Nacha eligibility checks to provide clear, consistent recommendations, whether to file a return, deny the claim, or request more documentations. Thus helping dispute agents to make faster, more accurate, and conforming decisions. AI agent
    Dispute Management (ACH) Dispute communication AI agent Automates and streamlines communication with customers and ODFIs (Originating Depository Financial Institutions) throughout the ACH dispute life cycle. The agent generates and sends notifications for all dispute outcomes: returns, denials, or documentation requests. AI agent
    Agentic Contact Center for Banking Banking CSR customer insights AI agent Displays relevant customer insights in a clear, organized format. This feature helps you quickly explore and access meaningful customer data to identify opportunities and determine appropriate next steps. AI agent
    Agentic Contact Center for Banking Banking CSR support AI agent Acts as a copilot for customer support representatives (CSRs) during customer interactions to assist with banking inquiries. AI agent
    Table 2. Insurance AI capabilities in FSO
    Application Name Description Type
    Case management Case summarization Generate a summary from the defined fields on the case record and quickly understand the case context. AI skill
    Agentic Contact Center for Insurance Insurance customer profile summarization Generate an overview of an insurance customer's status and information in the Customer 360 page. AI skill
    Agentic Contact Center for Insurance Insurance interaction context summary Generates a structured summary of customer service interactions, helping insurance service representatives quickly understand customer context and interaction history. AI skill
    Agentic Contact Center for Insurance Insurance CSR customer insights AI agent Supports CSRs by providing quick access to comprehensive insurance customer data. It covers a wide range of details including policies, claims, and servicing cases. The agent processes natural language queries and returns structured, context-aware responses with follow-up options. AI agent
    Agentic Contact Center for Insurance Insurance CSR support AI agent Acts as a real-time copilot for insurance CSRs during live calls, supporting both typed queries and transcript-based question inference. Responses are scoped strictly to insurance topics and the customer associated with the active interaction. AI agent

    There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.