Use AI skills and agents in Financial Services Operations with ServiceNow Otto panel

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

    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

    For more information about the ServiceNow Otto panel, see ServiceNow Otto panel. For information about activating the ServiceNow Otto panel, see Activate the ServiceNow Otto panel standard chat.

    Procedure

    1. Navigate to Workspaces > Financial 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.
      OptionDescription
      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.
    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.