---
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


---

# Enable AI capabilities

# Enable AI capabilities in Financial Services Operations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Plan and configure your implementation of AI skills and agents in Financial Services Operations.

## Choosing a language model service provider {#enable-ai-capabilities-in-fso__section_y55_pjk_mfc}

Different models can provide different performance and responses. You can choose which service provider to use for your ServiceNow Otto skills and agentic AI.

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

When activating a new or inactive FSO skill, Anthropic Claude is set as the default model provider.  
Note:  
See [Federal exclusion notice](https://www.servicenow.com/docs/maex1SnDipHspSU9rfQNFA#exploring-now-assist-for-financial-services-operations-fso__section_yvd_n43_qbc) for more information.

## Configuring ACLs {#enable-ai-capabilities-in-fso__section_q24_mlb_jgc}

You can enable security implementation on AI skills, AI agents, and agentic workflows through access control lists (ACLs) and user identities. These ACLs determine which users have permissions to discover and invoke these
features.

Configure and manage ACLs for agentic workflows and AI agents in the AI Agent Studio. See [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) for more details.  
Predefined ACLs exist for the following:

* Case summarization skills
* Disputes intake via Virtual Agent
* AI agents and agentic workflows in Help Resolve Friendly Fraud
* Subflows used in Disputes intake via Virtual Agent
* Subflows and subflow actions used in the Help Resolve Friendly Fraud agentic workflow
{#enable-ai-capabilities-in-fso__ul_cp5_bxb_jgc}

See [Configure an ACL](https://www.servicenow.com/docs/access?context=t_CreateAnACLRule&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) for more information on configuring ACLs.

## Role masking {#enable-ai-capabilities-in-fso__section_rz3_jvm_kjc}

Required roles: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector.

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

In the data access settings, you must also add the necessary roles to any activated FSO AI agents.
**Related concepts**   

* [Configure Financial Services Operations AI skills](https://www.servicenow.com/docs/NOMyCw0zq_Sz3jgtz6zgjg "Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.")
* [Configure agentic workflows in Financial Services Operations](https://www.servicenow.com/docs/P1SzQAmJ0P_HZOaAdZlg7w "Agentic workflows in FSO automate dispute resolution tasks by orchestrating AI agents that analyze transactions and generate recommendations. Activate workflows in AI Agent Studio to enable automated assistance for human agents handling friendly fraud cases.")
* [Configure Financial Services Operations AI agents](https://www.servicenow.com/docs/BsuWZ0zTsNFcy68wK0tjog "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.")
* [Skill inputs for ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/hNO0cswjibvuA0sI6ENlbQ "Review the inputs for each skill to see how a skill is used.")