Configuring Now Assist for Financial Services Operations (FSO)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Now Assist for Financial Services Operations (FSO)

    Now Assist for Financial Services Operations (FSO) empowers ServiceNow customers with AI-driven capabilities tailored for financial services processes. This includes automated case summarization, dispute intake, customer profile summarization, and agentic workflows that streamline complex tasks such as resolving friendly fraud. The solution also integrates AI agents that assist with transactional disputes and customer interactions.

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    Key Features

    • Now Assist Skills Configuration: Enable AI-powered skills such as case summarization, disputes intake through Virtual Agent, and customer profile summarization to enhance operational efficiency.
    • Agentic Workflows: Activate and customize workflows in AI Agent Studio to automate financial services processes, including workflows designed to resolve friendly fraud cases.
    • AI Agents Setup: Configure AI agents with defined tools, triggers, and access controls to assist in tasks like ACH dispute resolution and customer research support, improving agent productivity.
    • Language Model Providers: Choose from multiple AI service providers—Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS—to power generative AI skills and agents. Anthropic Claude on AWS is the default for new or inactive FSO skills.
    • Security and Access Controls: Implement Access Control Lists (ACLs) and role masking to restrict feature discovery and invocation to authorized users. Predefined ACLs support key FSO capabilities, while roles like snbomcreditcard.disputeagent manage user permissions for agentic workflows.

    Practical Application for ServiceNow Customers

    By configuring Now Assist for FSO, customers can automate and accelerate financial services operations, reduce manual effort on disputes and case handling, and enhance customer satisfaction through faster resolutions. Selecting the appropriate AI model provider allows tailoring performance and response quality to meet organizational needs. Robust security controls ensure that sensitive financial workflows and AI capabilities are accessed only by designated roles, maintaining compliance and data protection.

    Next Steps

    • Follow the detailed configuration tasks for enabling desired Now Assist skills and agentic workflows within your ServiceNow environment.
    • Set up AI agents in AI Agent Studio, define their capabilities, and configure triggers for efficient automation.
    • Use AI Control Tower and Now Assist Admin console to choose and manage language model providers and skill-level preferences.
    • Configure ACLs and role masking to secure access and comply with your organization’s security policies.

    Plan and configure your implementation of Now Assist for FSO. Follow the tasks listed in the configuration topics for the capabilities that you want to activate.

    Choosing a language model service provider

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

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS 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 Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    When activating a new or inactive FSO skill, Anthropic Claude on AWS is set as the default model provider.

    Note:
    See Federal exclusion notice for more information.

    Configuring ACLs

    You can enable security implementation on Now Assist for FSO 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 Now Assist AI agents for more details.

    Predefined ACLs exist in Now Assist for FSO 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

    See Configure an ACL for more information on configuring ACLs.

    Role masking

    Required roles: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector.

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist 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.

    In the data access settings, you must also add the necessary roles to Resolve friendly fraud using Agentic AI.