Now Assist for Financial Services Operations (FSO) release notes
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Summary of Now Assist for Financial Services Operations (FSO) Zurich Release Notes
The Now Assist for Financial Services Operations (FSO) application integrates generative and agentic AI capabilities to enhance Financial Services Operations. The Zurich release focuses on improving customer service efficiency, automating dispute resolution, and strengthening security. It includes AI agents for customer insights, interaction support, and dispute management, as well as support for third-party language models and enhanced role-based access controls.
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Key Features
- Agentic Contact Center for Banking AI Agents and Skills (Zurich Patch 7): Offers AI-led support for Customer Service Representatives (CSRs) with:
- Customer Insights AI Agent: Generates insights and recommendations for next best actions.
- Customer Summarization Skill: Provides consolidated customer data, financial overviews, and recent activity summaries.
- Customer Support AI Agent: Delivers real-time contextual insights and reduces manual effort during calls.
- Call Summarization Skill: Summarizes ongoing customer calls and related information for streamlined interaction.
- Automated ACH Dispute Resolution (Zurich Patch 4): AI agents assist dispute agents by evaluating merchant data, NACHA guidelines, and recommending dispute outcomes, enabling faster and more confident task closure with an “Apply Recommendation” feature.
- Disputes Intake via Virtual Agent Updates: Enhanced conversation flow supports both card and ACH disputes, with improved questionnaire logic and ability to submit Written Statement of Unauthorized Debt (WSUD).
- Now LLM Long Term Stable (LTS) Models Support: Provides extended model stability suited for regulated financial environments with governance and compliance controls.
- Security Enhancements: Implementation of Access Control Lists (ACLs) for AI agents and workflows ensures secure execution based on user roles and permissions. Predefined ACLs cover case summarization, disputes intake, and fraud resolution workflows.
- Usage Measurement Update (Zurich Patch 5): Now Assist usage tracking has shifted to a 365-day burn-down model resetting at the contract anniversary date, improving usage monitoring accuracy.
- Role Configuration Requirements: Additional role assignments are necessary to enable agentic workflows and AI agents, ensuring proper authorization and data access.
Key Outcomes
- Enhanced Customer Service Efficiency: CSRs gain AI-driven insights and summaries that reduce call handling time and improve service consistency.
- Automated and Confident Dispute Handling: AI-assisted dispute resolution accelerates ACH dispute processing while preserving agent decision authority.
- Improved Security and Compliance: Role-based ACLs protect sensitive AI functions and workflows, supporting enterprise governance needs.
- Better Usage Tracking: Updated measurement model provides clearer visibility into Now Assist consumption aligned with contract terms.
- Streamlined Activation and Integration: Now Assist for FSO is available via the ServiceNow Store and integrates with the Agentic Contact Center for Banking application and Now LLM Service for language model support.
Practical Guidance for ServiceNow Customers
- Request and install Now Assist for FSO from the ServiceNow Store to leverage these AI capabilities in your financial services operations.
- Configure user roles and ACLs carefully to ensure authorized access to AI agents and agentic workflows.
- Utilize the updated Virtual Agent dispute flows to streamline customer dispute intake and resolution processes.
- Monitor Now Assist usage under the new burn-down model to manage AI consumption efficiently.
- Integrate with the Agentic Contact Center for Banking application to maximize AI-driven customer service benefits.
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, disputes intake via Virtual Agent, and support for third-party language models. Now Assist for FSO was enhanced and updated in the Zurich release.
Now Assist for FSO highlights for the Zurich release
Zurich Patch 7
- Improve your live customer interactions and address customer inquiries more efficiently by using Now Assist for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application.
- Use Now Assist 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 Now Assist 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).
- Now Assist for FSO skills and AI agents support model updates in Now LLM Service.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
Early Availability
- Implement security in Now Assist AI agents and Now Assist for FSO skills with access control lists (ACLs).
See Now Assist for Financial Services Operations (FSO) for more information.
Important:
Now Assist 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
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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
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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 Now Assist 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 Now Assist 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 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist 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: Now Assist 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 Now Assist 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 won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.
Activation information
Install Now Assist 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.