Configure case summarization in ServiceNow Otto for Financial Services Operations (FSO)

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.

Before you begin

Role required: admin

About this task

Use the AI Admin Hub console to configure ServiceNow Otto for FSO. This console contains what you need to install the plugins and configure the generative AI skills. For additional information, see AI Admin Hub console.

The following table lists the case summarization skills that you can access from the AI Admin Hub console.

Table 1. FSO features and skills in the AI Admin Hub console

Area	Skills
Banking	Dispute case summarization
Insurance	Claim case summarization

Note:

Now LLM Service is currently the only provider for this Now Assist application's skills.

Procedure

1. Install the ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_gen_ai).
   • For information about the plugin dependencies and plugin activation order, see Application information.
   • For information about the installation process, see Install Now Assist plugins.
2. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the AI Admin Hub console.
3. Select the Customer > FSO workflow group.
4. On the feature card that is associated with the skill you would like to activate, select View details.

   

5. On the tile for your skill, select Activate skill.
6. Review the inputs for the selected skill.

   The input table fields are read-only.

   For information about the inputs for each skill, see Skill inputs for ServiceNow Otto for Financial Services Operations (FSO).

7. After you review the inputs for the selected skill, select Save and continue to go to the next step.
   You can return to a previous step by using the Back button.
8. Select where you would like to display the skill.
   • In-product: When selected, the Now Assist skills are displayed on forms and workspaces.

     For the skills that appear in-product, select the down arrow to define the roles that can use the skill.

   • Now Assist panel: When selected, the Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see .

     For the skills that appear in the Now Assist panel, select the down arrow to define the roles that can use the skill.

9. After you configure the display for the selected skill, select Save and continue to go to the next step.
10. Review your choices and select Activate to complete the configuration.

Result

A message appears confirming the summarization skill has been successfully activated. Select Return to Banking to return to the Banking skills screen.

What to do next

You can choose which service provider to use for this skill in the Now Assist Admin console.