---
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


---

# Use AI skills and agents in the ServiceNow Otto panel

# Use AI skills and agents
in Financial Services Operations with ServiceNow Otto panel {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Access AI-powered capabilities such as case summarization and dispute resolution assistance in Financial Services Operations by using the ServiceNow Otto panel. The panel provides conversational AI skills and agents to support case management workflows.

## Before you begin

Make sure that Next Experience is enabled in the instance. For more information, see [Next Experience UI](https://www.servicenow.com/docs/access?context=next-experience-landing-page&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US).

Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager, sn_bom_credit_card.dispute_viewer, sn_bom_credit_card.contributor, sn_bom.b2c_agent, sn_bom.b2b_agent, sn_bom.adjuster,
sn_bom.fnol_representative  
Note:  
These roles are the default list of roles that are defined for this task. Administrators can modify the list of roles in the AI Admin Hub console.

## About this task

You can use the ServiceNow Otto panel in the Financial Services Workspace for scenarios such as:

* Case summarization
* Conversational interaction for dispute resolution
* Interacting with AI agents during interactions or customer analysis
{#request-generative-ai-capabilities-in-fso__ul_gtb_xyf_m3c}

For more information about the ServiceNow Otto panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For information about activating the ServiceNow Otto panel, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Procedure

1. Navigate to WorkspacesFinancial Services Workspace.
2. Request AI capabilities in FSO for a case by selecting the ServiceNow Otto icon ![Now assist icon.]().
3. If you have enabled the Case summarization skill, you can use ServiceNow Otto panel to summarize a case using generative AI.

   | Option | Description |
   | Summarize a case | 1. Open the case. 2. From the header menu, select the ServiceNow Otto icon ![Otto icon.](). 3. In the ServiceNow Otto panel, select Summarize a record. {#request-generative-ai-capabilities-in-fso__ol_twn_bmr_mbc} |
   |-|-|

   {#request-generative-ai-capabilities-in-fso__choicetable_zrx_zlr_mbc}  
   Figure 1. ServiceNow Otto Panel
4. If you have AI agents enabled, use ServiceNow Otto panel to converse with agents for assistance with various tasks, such as ACH dispute resolution and generating customer insights.
**Related tasks**   

* [Configure case summarization in ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/JKkjedtkYAixgDH6C~ctpg "If you have the admin role, you can configure the ServiceNow Otto for Financial Services Operations (FSO) application so that your agents can use case summarization skills in Financial Services Workspace and Core UI.")
* [Summarize a dispute or claims case with case summarization](https://www.servicenow.com/docs/1Mi~RNWbqA1_meFzGVqIAQ "Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the ServiceNow Otto for Financial Services Operations (FSO) application.")
* [Request AI agent support in the Interaction page](https://www.servicenow.com/docs/fws_gOiBqnE0JLNlJJTtPA "Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.")
* [Generate customer insights in the Customer 360 page](https://www.servicenow.com/docs/Xwe4iqsqiQg~1pylE20k0w "Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.")
* [Request AI agent support in the Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/X0t_G0U82vn3Qha4KB_a8A "Request AI-powered assistance during insurance customer interactions to receive real-time insights, intent identification, and recommended responses. The Insurance CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.")
* [Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/_fEO0wQ_I9J7tdwP76KbBQ "Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details, including policies, coverages, claims, and servicing history, without navigating away from the workspace.")

*[\>]: and then