---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Configure AI agents

# Configure Financial Services Operations AI agents {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Configure Financial Services Operations AI agents to define their tools, access controls, triggers, and active status. You can also review Knowledge Graph tag records that supply structured and unstructured data to improve AI agent performance.

For a list of all AI agents in FSO, see [AI capabilities in Financial Services Operations](https://www.servicenow.com/docs/RPXfcm~QBPh~gU_m19bKAQ "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.").

## Access the AI agent configuration {#configure-fso-ai-agents__section_ary_qbc_dhc}

To access the agent configuration:

1. Navigate to AllAI Agent StudioOverview.
2. Select AI Agents and then select the agent to configure.

   The Define the specialty screen is displayed.
3. In the Add tools and information step, review the AI agent's capabilities, scripts, and subflows.
4. In the Define user access and Define data access steps, review which roles can access the AI agent and the AI agent's user identity.
5. In the Add triggers step, perform the following for the AI agent you're configuring:{#configure-fso-ai-agents__ol_qsk_tjc_j2c__entry__2}

   | Agent | Configuration |
   |-|-|
   | ACH dispute AI agents | Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled. |
   | Banking CSR customer insights AI agent | This step is not required. |
   | Banking CSR support AI agent | Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled. |
   | Insurance CSR customer insights AI agent | This step is not required. |
   | Insurance CSR support AI agent | Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled. |
   [ ]

   To enable the trigger:
   1. Select the trigger name.
   2. Enable Trigger is ON.
   3. Select Save.
   {#configure-fso-ai-agents__ol_bqp_3sm_kjc}
6. In the Select channels and status step, make sure that the This AI agent is active field is enabled to activate the AI agent.
{#configure-fso-ai-agents__ol_qsk_tjc_j2c}

## Modifying AI agents {#configure-fso-ai-agents__section_vpf_wcq_xjc}

To modify an AI agent in ServiceNow Otto for Financial Services Operations, duplicate the AI agent and make changes to the duplicate. For more information, see [Duplicate an AI agent](https://www.servicenow.com/docs/access?context=clone-ai-agent&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) and [Modify an AI agent](https://www.servicenow.com/docs/access?context=modify-ai-agent&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Access Knowledge Graph Tags configuration {#configure-fso-ai-agents__section_rrc_ywv_n3c}

Knowledge Graphs enhance the performance of AI agents using the structured and unstructured data from ServiceNow records, knowledge bases, and external sources.  
The following shows each FSO application's knowledge graph tag records that list the tables referenced in the Knowledge Graph:

Agentic Contact Center for Banking
:
    * FSO Core Personal
    * FSO Core Business
    {#configure-fso-ai-agents__ul_wvr_zrm_kjc}

Agentic Contact Center for Insurance
:
    * FSO Insurance Policies
    * FSO Insurance Product Catalog

    {#configure-fso-ai-agents__ul_kg_tags_ins}  
    The following graphs are added if the respective insurance claims or servicing application is installed:

    * FSO Insurance Personal Lines Claims
    * FSO Insurance Commercial Lines Claims
    * FSO Insurance Individual Life Claims
    * FSO Insurance Generic Claims
    * FSO Insurance Personal Lines Servicing
    * FSO Insurance Commercial Lines Servicing
    * FSO Insurance Individual Life Servicing
    * FSO Insurance Group Life Servicing
    {#configure-fso-ai-agents__ul_gnh_zth_ljc}
**Related topics**   

* [Knowledge Graph](https://www.servicenow.com/docs/access?context=knowledge-graph-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Tagging in Knowledge Graph Designer](https://www.servicenow.com/docs/access?context=tagging-in-knowledge-graph&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)

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