ServiceNow Otto for Financial Services Operations (FSO) release notes
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Summary of ServiceNow Otto for Financial Services Operations (FSO) Release Notes - Zurich Release
ServiceNow Otto for Financial Services Operations (FSO) integrates generative and agentic AI capabilities to optimize financial services operations. The Zurich release enhances AI-driven automation, customer interaction, and dispute resolution, while evolving the brand to ServiceNow Otto as the new AI experience platform name. This release improves efficiency, accuracy, and security across banking and financial services workflows.
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Key Features
- Agentic Contact Center for Banking AI Agents and Skills (Zurich Patch 7):
- Customer insights AI agent: Generates actionable insights and recommendations to support customer service representatives (CSRs).
- Customer summarization skill: Provides comprehensive customer summaries, financial overviews, and product ownership context by aggregating data from multiple FSO applications.
- Customer support AI agent: Offers real-time contextual insights and next-step recommendations during customer calls to reduce manual effort and call handling time.
- Call summarization skill: Summarizes active calls and related customer data dynamically, enabling CSRs to access relevant information without switching windows.
- Standalone AI Agents for ACH Dispute Resolution (Zurich Patch 4):
- Automate dispute processes including merchant analysis, NACHA guideline evaluation, return recommendations, and initiating dispute communications.
- Recommended outcomes with rationale support decision-making, while final decisions remain with dispute agents.
- Apply Recommendation option allows agents to close tasks quickly by applying AI recommendations, improving productivity.
- Disputes Intake via Virtual Agent:
- Updated conversation flows align with the dispute questionnaire from the disputes playbook.
- Supports both card and ACH disputes, including submission of Written Statement of Unauthorized Debt (WSUD).
- Smart question bypassing enhances accuracy by inferring answers when appropriate.
- Checks for existing cases to prevent duplication.
- Now LLM Service and Long-Term Stable (LTS) Models:
- Incorporates LTS AI models providing longer stability windows for regulated industries with governance, monitoring, and compliance controls.
- Security Enhancements:
- Access Control Lists (ACLs) are implemented for AI agents, agentic workflows, and generative AI skills to secure execution based on user roles.
- Predefined ACLs cover case summarization, disputes intake, and fraud resolution agents.
- Additional role configuration is required to enable agentic workflows and AI agents.
- Branding Update (Zurich Patch 12): The AI experience formerly known as Now Assist is rebranded as ServiceNow Otto, reflecting enhanced conversational AI capabilities integrated into workflows across web, mobile, and messaging channels.
- Usage Measurement Update (Zurich Patch 5): AI usage measurement shifts to a 365-day burn-down model resetting at contract anniversaries, improving tracking accuracy.
Activation and Configuration
ServiceNow Otto for FSO is available via the ServiceNow Store and requires installation through a formal request. Post-installation, customers must configure roles and ACLs to enable AI agents and workflows securely. Documentation provides detailed instructions on role assignments and ACL management within the AI Agent Studio.
Benefits for ServiceNow Customers
- Accelerate financial operations with AI-driven automation, reducing manual effort and error rates.
- Enhance customer service responsiveness and consistency through AI-powered insights and summarization.
- Streamline dispute resolution with intelligent AI agents providing actionable recommendations.
- Maintain compliance and security with role-based access controls and stable AI models suited for regulated environments.
- Leverage a unified AI experience branded as ServiceNow Otto, supporting multimodal interactions and autonomous orchestration.
The ServiceNow® ServiceNow Otto for Financial Services Operations (FSO) application brings generative and agentic AI to Financial Services Operations. Features include AI agents, case summarization, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.
ServiceNow Otto for FSO highlights for the Zurich release
Zurich Patch 12
- Starting with Zurich Patch 12, ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Financial Services Operations (FSO). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
Zurich Patch 7
- Improve your live customer interactions and address customer inquiries more efficiently by using ServiceNow Otto for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application.
- Use ServiceNow Otto for FSO customer insights AI agent and summarization skill in the Agentic Contact Center for Banking application to get insights such as customer summaries and financial overviews, for more consistent servicing and faster support.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Leverage AI agents in ServiceNow Otto for FSO to automate the ACH dispute resolution process.
- Use an updated Disputes intake via Virtual Agent conversation flow that supports the revised dispute questionnaire, bypassing questions when inferring answers, and initiating ACH disputes. This flow is for both cards and non-cards (ACH).
- ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service.
- Additional role configuration required for agentic workflows and AI agents included with your applications.
Early Availability
- Implement security in Now Assist AI agents and ServiceNow Otto for FSO skills with access control lists (ACLs).
See Now Assist for Financial Services Operations (FSO) for more information.
Important:
ServiceNow Otto for FSO is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 7
- Agentic Contact Center for Banking AI Agents and skills in FSO
-
Streamline your front-office banking operations by using the Agentic Contact Center for Banking application that provides AI-led experience for CSRs (Customer Services Representatives) through the below agents and skills:
- Customer 360 Experience
- Customer insights AI agent - It generates insights and recommendations that help you identify relevant details and take the next best action efficiently.
- Customer summarization skill - It summarizes customer data from multiple FSO applications, then provides customer summaries, product ownership context, financial overviews, and recent activity information.
- CSR Interaction
- Customer support AI agent - It provides real-time contextual insights and recommended steps that help reduce manual effort and decrease handle time during customer calls.
- Call summarization skill - It summarizes active customer calls and other customer information, then displays relevant insights dynamically, eliminating the need to navigate multiple windows during customer calls.
- Customer 360 Experience
- Zurich Patch 4
- Standalone AI agents in FSO
-
Automate ACH dispute resolution using AI-powered agents to assist in these tasks:
- Evaluate merchant analysis
- Evaluate Nacha operating guidelines
- Review ACH dispute return recommendation
- Dispute communication initiation
These AI agents provide recommended outcomes along with supporting rationale to assist decision-making. However, the final decision remains entirely with the dispute agent.
Dispute agents can now close tasks faster and with confidence using the Apply Recommendation option. With one click, the recommended outcome and rationale are applied and the task is closed, saving time, reducing manual effort, and boosting productivity.
- Now LLM LTS support for ServiceNow Otto for FSO
- Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls.
- Early availability
- ACL security implementation
- Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in ServiceNow Otto for FSO. Predefined ACLs are provided for case summarization, Disputes intake via Virtual Agent, and the Help resolve friendly fraud AI agent and agentic workflow.
Changed in this release
- Zurich Patch 12
- Now Assist > ServiceNow Otto announcement
- Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Disputes intake via Virtual Agent
- Disputes intake via Virtual Agent has the following updates:
- Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook.
- Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined.
- Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD).
- Checks if the disputed transaction is already part of an existing case.
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
Activation information
Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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.