Exploring ServiceNow Otto for Financial Services Operations (FSO)
Summarize
Summary of Exploring ServiceNow Otto for Financial Services Operations (FSO)
ServiceNow Otto for Financial Services Operations (FSO) is an AI-enhanced application designed to improve case management and dispute handling within financial services such as insurance and banking. The application leverages agentic AI capabilities to summarize case details, streamline dispute intake through a Virtual Agent chatbot, and assist agents with intelligent workflows, including handling friendly fraud cases.
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Key Features
- Case Summarization: Automatically generates concise summaries of insurance claims or card dispute cases, capturing key details such as issue description, actions taken, and case status. These summaries help agents quickly understand case context and are visible in claim and case workspaces.
- Disputes Intake via Virtual Agent: Enhances customer experience by using a chatbot to collect dispute information conversationally. The Virtual Agent interacts with customers, infers answers using the Now LLM Service, and populates case form fields via the Form Data Collector application, ensuring accurate and efficient data capture.
- Agentic AI Workflows: Supports agents in managing cases flagged as friendly fraud by providing AI-generated recommendations based on fraud detection tools, including drafting rationales for transaction rejections to communicate decisions effectively to end users.
- Now Assist Panel: Integrated into the Financial Services Workspace, this panel offers a conversational interface where agents can request case summaries and receive AI-driven guidance, improving decision-making and case handling efficiency.
- Sensitive Data Handling: Implements two-way masking of personally identifiable and sensitive information during AI processing to protect data privacy, replacing sensitive data with placeholders in prompts. However, caution is advised when processing regulated information, particularly protected health information (PHI), as Otto for FSO is not suited for such workloads.
Practical Use for ServiceNow Customers
ServiceNow customers in financial services can use Otto for FSO to:
- Accelerate case resolution by generating instant, up-to-date summaries that improve agent awareness and reduce manual documentation effort.
- Enhance customer interactions with intelligent dispute intake that simplifies data collection and ensures accuracy through AI inference.
- Improve fraud management by leveraging AI recommendations that aid agents in evaluating and responding to friendly fraud incidents.
- Maintain compliance and protect sensitive data with built-in masking features, while ensuring AI outputs are validated according to industry regulations.
Next Steps
To implement and customize Otto for FSO effectively, ServiceNow customers should explore the Virtual Agent topic customization, understand the Form Data Collector application for dynamic form population, and carefully review AI limitations and data privacy considerations, especially when handling regulated data.
With the ServiceNow Otto for Financial Services Operations (FSO) application, use agentic AI to summarize case details, enhance disputes intake with Disputes intake via Virtual Agent, and leverage agentic workflows.
ServiceNow Otto for Financial Services Operations (FSO) overview
- Summarize the details of a case for an insurance claim or a card dispute.
- Use a Virtual Agent chatbot as part of the customer dispute intake flow. Card network and issuer policies are integrated in the chatbot conversation. Information on the dispute is gathered and inferred from the customer's responses and populated in case form fields.
- Use agentic AI to assist dispute agents in handling transactions that are flagged as friendly fraud. The AI agent leverages the results from a friendly fraud detection tool to generate recommendations the appropriate action. If the transaction is rejected, it also helps draft a rationale to explain the decision to the end user.
Skills
The ServiceNow Otto for Financial Services Operations (FSO) application includes the following skills:
- Case summarization
- Provides an agent with a summary of an insurance claim case or card dispute case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. They can refresh the
summary so that it includes the latest updates to the case, and post the summary to the case work notes.The generated case summary is displayed in the following areas:
- Insurance: Next to the claim details panel in the claim summary page, claim workspace, and claim details page
- Banking: Between the activities and case information panel
The summary includes the information that the agent enters in the case record fields that are listed in the following table.Table 1. Case skill description and record fields Industry Skill description Record fields Insurance Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level. - Incident description
- Incident location
- Incident date
- Nature of loss
- Stage
- Assigned to
- Insurance policy
- Total claim amount
Banking Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories. - Short description
- Created
- Assigned to
- Stage
- Dispute amount
- Card network
- Category
- Reason code
- Consumer
- Account
- Service
- Product
- Disputes intake via Virtual Agent
- Enhances the customer experience by performing dispute intake with a chatbot.
The following figure shows the interaction between the Virtual Agent topic, the form data collector application, and the Now LLM Service.
Figure 1. Dispute intake workflow with an agent 
- The Disputes intake via Virtual Agent topic contains the logic of creating a dispute case and filling out the dispute questionnaire based on the conversation. If the answer can’t be determined from the chat responses, it will present the next question in the questionnaire to the user in plain language. For more information, see Customize the Virtual Agent topic in Disputes intake via Virtual Agent.
- The form data collector takes the table name and view name as an input, and goes through each question on the form. While iterating over the questions, it asks the Now LLM Service if the question is answered based on the chat history. If it’s answered, it moves on to the next question. For more information, see Form Data Collector.
- The Now LLM Service helps to infer answers from customer responses, and rephrases questions from the dispute questionnaire.
Now Assist panel in Financial Services Workspace
The Now Assist panel in the Financial Services Workspace provides a conversational interface for agents to request case summaries and review AI-driven recommendations for agentic workflows, such as friendly fraud.
By using the Now Assist panel, agents can aid in decision-making and case handling. For more information about the Now Assist panel, see .
Sensitive data handling
Personally identifiable information and other sensitive data can be masked so that it doesn't appear in agentic AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the original text after the response has been received. This two-way masking helps ensure that your users see the correct values, but the Now LLM Service isn't exposed to any sensitive information. For more information, see .