Configure Financial Services Operations AI agents

  • Release version: Australia
  • Updated May 29, 2026
  • 2 minutes to read
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    Summary of Configure Financial Services Operations AI agents

    ServiceNow customers using Financial Services Operations (FSO) can configure AI agents to optimize their operational workflows. This configuration includes defining agent tools, access controls, triggers, and activation status. Additionally, Knowledge Graph tags can be reviewed and managed to enhance AI agent performance through structured and unstructured data integration.

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    Accessing and Configuring AI Agents

    • Navigate to All > AI Agent Studio > Overview to access AI agents.
    • Select the desired AI agent to configure, starting with the Define the specialty screen.
    • In the Add tools and information step, review the AI agent’s capabilities, scripts, and subflows.
    • In Define user access and Define data access steps, verify roles and user identities permitted to use the AI agent.
    • In the Add triggers step, configure triggers specific to the AI agent, noting that triggers are initially deactivated and must be manually enabled for agents such as ACH dispute, Banking CSR support, and Insurance CSR support AI agents.
    • Enable the AI agent by activating the This AI agent is active field in the Select channels and status step.

    Modifying AI Agents

    To modify an existing AI agent, duplicate the agent first and then make changes to the duplicate. This approach ensures the original agent remains unchanged while allowing customization.

    Knowledge Graph Tags Configuration

    Knowledge Graphs play a critical role in improving AI agent accuracy by leveraging data from ServiceNow records, knowledge bases, and external sources. Various FSO applications maintain specific Knowledge Graph tag records that reference underlying data tables.

    Examples of Knowledge Graphs in FSO include:

    • Agentic Contact Center for Banking
    • FSO Core Personal and Business
    • Agentic Contact Center for Insurance
    • FSO Insurance Policies and Product Catalog

    Additional Knowledge Graphs become available with installation of insurance claims or servicing applications, such as Personal Lines Claims, Commercial Lines Claims, Individual Life Claims, and related servicing graphs.

    Why This Matters

    Configuring AI agents properly enables ServiceNow customers to automate and streamline financial services operations with tailored AI capabilities. Using Knowledge Graph tags enhances these agents' contextual understanding, leading to more accurate and efficient service delivery.

    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.

    Access the AI agent configuration

    To access the agent configuration:
    1. Navigate to All > AI Agent Studio > Overview.
    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:
      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.
    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.

    Modifying AI agents

    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 and Modify an AI agent.

    Access Knowledge Graph Tags configuration

    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
    Agentic Contact Center for Insurance
    • FSO Insurance Policies
    • FSO Insurance Product Catalog
    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