ServiceNow Otto for Financial Services Operations (FSO) release notes

  • Release version: Store
  • Updated August 6, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Financial Services Operations (FSO) Release Notes

    ServiceNow Otto for Financial Services Operations (FSO) is an AI-powered application designed to enhance financial services workflows by leveraging generative AI to manage complex cases such as credit card disputes and insurance claims. The application provides advanced summarization skills and AI-driven capabilities to streamline case handling, improve accuracy, reduce processing times, and support customer service representatives (CSRs) with relevant insights.

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    Key Features

    • Generative AI Summarization Skills: Includes dispute case summarization, claim summarization, customer profile summaries, and interaction context summaries to extract critical information quickly.
    • AI Model Support: Supports multiple AI models including Claude 4.5 Sonnet, Gemini 3.5 Flash, GPT-5.4 mini, Amazon Bedrock, GCP Vertex AI, Azure OpenAI, and Now LLM, offering flexibility in AI provider and model selection.
    • Friendly Fraud Agent: Introduced for Advanced and Prime tiers to assist in addressing fraud-related cases.
    • AI Search Capabilities: Enables CSRs to search and retrieve relevant financial services information efficiently.
    • Role-Based Security: Implements role masking and security access controls (ACLs) to restrict access to sensitive skills and data based on user roles.
    • Accessibility Enhancements: Supports accessibility improvements on interaction pages for better user experience.
    • Subscription and Customer Management: Adds subscription profile support and comprehensive customer profile management features.
    • Virtual Agent Integration: Provides dispute intake capabilities via Virtual Agent to automate initial case capture.
    • AI Configuration and Tuning: Offers customizable AI model versions and token limits to optimize summarization consistency and accuracy.

    Key Outcomes for ServiceNow Customers

    • Accelerated Case Processing: AI-driven summarization reduces manual effort by extracting key details swiftly, enabling faster resolution of disputes and claims.
    • Improved Accuracy and Consistency: Tuned models and enhanced prompts ensure reliable and uniform output across various financial services scenarios.
    • Enhanced Customer Experience: Context-aware summaries and AI search tools equip CSRs with comprehensive insights to deliver personalized and efficient service.
    • Stronger Security and Compliance: Role-based access controls safeguard sensitive financial information and restrict skill usage appropriately.
    • Flexibility and Future-Proofing: Continuous updates and support for leading AI models keep the application aligned with evolving platform enhancements and AI capabilities.

    Version history for the ServiceNow Otto for Financial Services Operations (FSO) application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.4.2 - August 2026
    • Changed
      • Updated internal application components to support ongoing platform enhancements.
      • Updated "ServiceNow Otto" branding for ServiceNow Otto for Financial Services Operations (FSO).
    Version 2.1.4 - August 2026 (Zurich)
    Changed: Updated "ServiceNow Otto" branding for ServiceNow Otto for Financial Services Operations (FSO).
    Version 3.3.1 - July 2026
    • New: Added AI model options across Now Assist for FSO summarization skills, including Claude 4.5 Sonnet, Claude Haiku 4.5, Gemini 3.5 Flash, and GPT-5.4 mini — giving more provider and model choices.
    • Changed:
      • Updated the default AI models for Claim, Dispute, Banking Customer Profile, Insurance Customer Profile, and Insurance Interaction Context summarization to newer model versions.
      • Set default model versions and tuned per-model token limits for more consistent summarization output.
    Version 3.2.0 - June 2026
    • New:
      • Added Insurance Customer Profile Summarization skill for Customer 360
      • AddedInsurance interaction context summary skill
    Version 3.1.0 - May 2026
    Changed: Updated role masking for CSR skills to use CSR sn_fso_csr.personal_agent and sn_fso_csr.business_agent roles.
    Version 3.0.0 - April 2026
    • New:
      • Added Friendly Fraud Agent capability for Advanced and Prime tiers
      • Added subscription profile support for customer management
      • AddedCustomer Profile Summarization skill to provide overview of customer information including owned financial accounts, recent activities
      • AddedCustomer Interaction Context Summary skill to provide context aware summaries of customer based on call intent
      • Enabled AI Search capabilities for Customer Service Representatives to search and retrieve relevant information
      • Introduced accessibility support for the Interaction page
    • Changed:
      • Improved prompts across multiple skills to support all AI models (3P and 5P)
      • Improved error messages for skill failure scenarios
    Version 2.0.5 - January 2026 (Zurich)
    Fixed: Fixed app dependency in package.json
    Version 1.2.1 - January 2026 (Yokohama)
    • New:
      • Added support for the LTS model for skills.
      • Added role masking security for all skills.
    Version 2.0.4 - December 2025
    • New:
      • Added support for latest Now LLM Service models on all skills.
      • New skill configuration added for financial task email draft.
    • Changed: Added dependency on CSM Gen AI application.
    Version 1.1.4 - October 2025
    • Changed
      • Version number update. No net new changes.
    Version 1.0.7 - October 2025
    • New
      • Added security ACLs for Dispute Summarization
      • Added security ACLs for Claim Summarization
    Version 1.1.3 - September 2025
    • New:
      • Added security ACLs for Dispute Summarization
      • Added security ACLs for Claim Summarization
      • Added security ACLs for Report a dispute via Virtual Agent functionality
    Version 1.1.2 - August 2025
    • New: Support for the following models - Amazon Bedrock, GCP Vertex AI (Google Gemini), Azure OpenAI, and Now LLM - across all FSO skills and AI agents.
    • Changed: Dispute Summarization - Financial transaction on Dispute Task has been added to the Now Assist Admin configuration to improve summarization results.
    Version 1.0.6 - June 2025
    Changed: Version number update. No net new changes.
    Version 1.1.1 - May 2025
    • New:
      • Added a demo data KB article that is used for the Friendly Fraud AI agent.
      • Added a recognition word to facilitate asking questions.
    • Changed:
      • Enhanced the utilization of dispute transactions for summarization and updated the dispute skill configuration.
      • In default LLM-enabled Text Input, disabled the Enforce User Input option to allow rephrasing and asking different questions based on user input.
    • Removed:
      • Removed the read-only restriction from sys_one_extend_definition_config and sys_generative_ai_prompt_config.
    Version 1.1.0 - March 2025
    Changed: Version number update; no net new changes.
    Version 1.0.5 - March 2025 (Xanadu)
    Fixed: Fixed an issue with dispute summarization by removing the obsolete chargeback reason code field from the Now Assist configuration.
    Version 1.1.0 - February 2025
    Changed: Version number update; no net new changes.
    Version 1.0.5 - February 2025
    Fixed an issue with dispute summarization by removing the obsolete chargeback reason code field from the Now Assist configuration.
    Version 1.0.2 - February 2025
    • New: New skill added: Disputes intake via Virtual Agent.
    • Changed: Plugin name changed to Now Assist for Financial Services Operations (FSO).
    • Fixed: Summarization prompt for dispute and claims.
    • Removed: Removed chargeback reason code.
    Version 1.0.1 - November 2024
    Changed: Updated the plugin name from Now Assist for Financial Services Operations to Now Assist for Financial Services Operations (FSO).
    Version 1.0.0 - August 2024
    Now Assist for Financial Services Operations (FSO) leverages generative AI capabilities to address complex cases in the financial services industry like credit card disputes and insurance claims. Features like dispute case summarization and claim summarization use generative AI to quickly and accurately summarize key case details, streamline workflows, and significantly reduce processing times and mistakes. By quickly extracting the most important information employees need to action their work, financial institutions can reduce manual effort, improve customer satisfaction, and drive growth.