Now Assist for Financial Services Operations (FSO) release notes
Summarize
Summary of Now Assist for Financial Services Operations (FSO) release notes
The ServiceNow® Now Assist for Financial Services Operations (FSO) application integrates generative and agentic AI to enhance Financial Services Operations. It offers AI agents, case summarization, customer profile and interaction context summarization, disputes intake via Virtual Agent, and compatibility with third-party language models. The Australia release introduces significant updates that extend these AI capabilities specifically for banking and insurance customer service representatives (CSRs).
Show less
Key Features
- AI-Powered CSR Support for Insurance (Australia Patch 3): New AI agents and skills provide live assistance to insurance CSRs during voice calls within Agentic Contact Center for Insurance. These agents identify customer intent, surface insurance profiles, policy details, and interaction context for both personal and commercial lines.
- Insurance Interaction Context Summarization: Generates call-contextual summaries on the Interaction page, highlighting the likely reason for the call, related cases, and relevant insurance products to assist CSRs.
- Insurance Customer Insights AI Agent: Enables CSRs to ask natural language questions about a customer’s insurance relationship, retrieving data from policies, claims, and servicing sources with contextual responses.
- Insurance Customer Profile Summarization: Provides AI-generated summaries of customer profiles and policy portfolios directly within the Customer 360 page.
- AI-Powered CSR Support for Banking (Australia Patch 1): Offers banking CSRs live AI assistance during calls, including intent detection, call insights, knowledge-based recommendations, and next-best-action suggestions.
- Banking Interaction Context Summary: Delivers call-contextual summaries scoped to the intent of inbound calls, giving CSRs a snapshot of the customer’s situation at call start.
- Banking Customer Insights AI Agent: Allows CSRs to query customer information in natural language, aggregating data from defined sources to provide accurate, relevant answers.
- Banking Customer Profile Summarization: Generates AI-driven summaries on the Customer 360 workspace, reducing the need for navigating multiple systems.
- ServiceNow AI Platform Licensing Tiers: Offers three tiers—Foundation, Advanced, and Prime—that determine access to AI features, generative skills, agentic workflows, and agents based on customer entitlements.
Activation and Integration
Now Assist for FSO is available through the ServiceNow Store and must be requested for installation. The application integrates seamlessly with Agentic Contact Center for Banking and Insurance, enabling immediate leverage of AI skills and agents in Customer 360 and Interaction pages.
Practical Benefits for ServiceNow Customers
- Accelerate customer service by providing CSRs with AI-driven live assistance and real-time insights during calls.
- Reduce handle time through automatic call summarization and contextual customer overviews.
- Enhance CSR preparedness with AI-generated summaries and natural language querying capabilities.
- Support both banking and insurance lines with tailored AI agents and skills suited to each domain.
- Streamline workflows and improve customer experience by consolidating data into actionable insights within the Agentic Contact Center interfaces.
The ServiceNow® Now Assist for Financial Services Operations (FSO) application brings generative and agentic AI to Financial Services Operations. Features include AI agents, case summarization, customer profile and interaction context summarization, disputes intake via Virtual Agent, and support for third-party language models. Now Assist for FSO was enhanced and updated in the Australia release.
Now Assist for FSO highlights for the Australia release
- Accelerate customer service for banking with a CSR support AI agent, which provides intent detection, call insights, and AI-generated suggestions displayed to CSRs during active calls.
- Reduce handle time with automatic call summarization: when a call is transferred to a human agent, a contextual summary of the customer's issue is made available.
- Research and prepare for customer outreach with a customer profile summary skill and a customer insights AI agent, which answers natural-language queries about a customer by dynamically drawing on data from defined data sources.
See Now Assist for Financial Services Operations (FSO) for more information.
New in the Australia release
- Banking CSR support AI agent
-
Provides CSRs with AI-driven live assistance during voice calls. This AI agent monitors the transcript of the call. When prompted, the agent identifies customer intent, surfaces knowledge-based recommendations, and suggests next-best actions.
- Customer interaction context summary skill
-
Generates a call-contextual customer summary in the Interaction workspace in the Agentic Contact Center for Banking. This summary is scoped to the intent of the inbound call, providing the agent with a snapshot of the customer's situation when the call begins.
- Banking CSR customer insights AI agent
-
Enables CSRs to ask natural-language questions about a customer directly from the Customer 360 workspace. The agent aggregates data from predefined sources, then uses the information to generate accurate, contextually relevant answers.
- Customer profile summarization skill
-
Provides AI-generated summaries directly on the Customer 360 workspace in the Agentic Contact Center for Banking, reducing navigation across multiple systems.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Now Assist for FSO by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.