ServiceNow Otto for Financial Services Operations (FSO)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of ServiceNow Otto for Financial Services Operations (FSO)

    ServiceNow Otto for Financial Services Operations (FSO) is an application designed to automate financial operations processes by leveraging AI and the Now LLM Service. It provides agentic AI capabilities to streamline tasks such as case summarization and disputes intake, enhancing operational efficiency within financial services organizations.

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    Key Features

    • Agentic AI for Case Summarization: Agents with the appropriate role can use AI to quickly summarize case details, facilitating faster resolution and improved case management.
    • Disputes Intake via Virtual Agent: Customers can submit card disputes through an AI-powered Virtual Agent, simplifying the intake process and improving customer experience.
    • Agentic Workflows: The application supports AI-driven workflows to optimize and enhance various financial service operations processes.
    • AI Model and Feature Availability: Availability of AI models and Now Assist features may vary based on customer location, data center, compliance requirements, and regulatory environment. Customers should verify availability for their specific environment as noted in the ServiceNow Knowledge Base articles.

    Important Considerations

    • AI Limitations: The application uses AI and machine learning that may not always provide fully accurate or complete results. Customers should apply human oversight, thoroughly test AI outputs, and avoid sole reliance on AI for critical decisions, especially in sensitive areas like finance and legal.
    • Data Processing and Privacy: Customer data utilized by the application is transferred to centralized ServiceNow environments, potentially across different regions or third-party cloud providers such as Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: ServiceNow collects input and output data from the application to improve AI models and services. Customers can opt out of future data collection through the Now Assist Opt-Out process.

    Getting Help and Resources

    • ServiceNow provides resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support for troubleshooting and assistance.
    • Reference materials are available for administration and configuration of the ServiceNow Otto for FSO application to help customers get started and optimize usage.

    Use the ServiceNow® ServiceNow Otto for Financial Services Operations (FSO) application to leverage AI and Now LLM Service to automate your financial operations processes.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.