Now Assist for Financial Services Operations (FSO) release notes
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Summary of Now Assist for Financial Services Operations (FSO) Yokohama Release Notes
The Now Assist for Financial Services Operations (FSO) application leverages generative and agentic AI to improve efficiency in financial services operations, particularly in dispute management and case summarization. The Yokohama release enhances AI capabilities, expands third-party AI model support, and introduces security and role configuration improvements to better support regulated environments.
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Key Features
- AI Agents and Skills: Includes AI agents for friendly fraud dispute resolution and case summarization, delivering step-by-step recommendations and assisting human agents in decision-making and communication.
- Disputes Intake via Virtual Agent: Provides a conversational, natural language interface that streamlines card dispute submissions, making data collection more engaging and efficient by inferring information from customer responses.
- Third-Party AI Model Providers: Supports additional AI model providers such as Google Gemini and Anthropic Claude on AWS, alongside Now LLM Service and Azure OpenAI, increasing flexibility and choice in AI capabilities.
- Long-Term Stable Models: Introduces long-term stable (LTS) AI models within Now LLM Service, offering extended model stability essential for governance, compliance, and monitoring in regulated industries.
- Security Enhancements: Implements Access Control Lists (ACLs) to secure execution of AI agents, agentic workflows, and generative AI skills, with predefined ACLs for key features like case summarization and dispute handling.
- Role Configuration Requirements: New security roles must be configured for agentic workflows and AI agents to function, ensuring controlled and compliant access.
- Usage Measurement Update: Transition from a 365-day look-back usage measurement model to a 365-day burn-down model aligned with contract anniversaries, improving usage tracking accuracy.
Practical Benefits for ServiceNow Customers
- Streamlined and more natural customer interactions for dispute submissions, reducing friction and improving data quality.
- Enhanced AI-driven decision support for financial dispute resolution, helping maintain positive customer relationships through informed, tone-appropriate communications.
- Greater flexibility in AI model selection and governance capabilities suited for regulated financial environments.
- Improved security controls with ACLs and role-based access to protect sensitive financial data and AI operations.
- Automatic enabling of select AI skills for new customers and upgrades, facilitating faster adoption while maintaining control over feature activation.
Activation and Licensing
Now Assist for FSO must be requested and installed from the ServiceNow Store. It requires a Financial Services Operations Professional Plus or Enterprise Plus license for activation.
Related Applications
- Now Assist: The core generative AI application enhancing productivity via conversational and proactive experiences.
- Now Assist in Virtual Agent: Enables customer self-service for card disputes through an intuitive AI-powered chat interface.
Next Steps for Customers
- Review and configure necessary roles to enable agentic workflows and AI agents according to organizational security policies.
- Implement ACLs to secure AI operations within Financial Services workflows.
- Consider adopting new AI model providers and long-term stable models for compliance and performance needs.
- Monitor usage measurement changes to align with contract terms and optimize AI utilization.
- Explore Virtual Agent dispute intake workflows to enhance customer experience and operational efficiency.
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 Yokohama release.
Now Assist for FSO highlights for the Yokohama release
- Now Assist for FSO skills and AI agents support model updates in Now LLM Service.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Review changes to Now Assist usage measurement.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Implement security in Now Assist AI agents and Now Assist for FSO skills with Access Control Lists (ACLs).
- Streamline the friendly fraud dispute resolution process for human agents and make informed decisions by using the Now Assist friendly fraud AI agent.
- Maintain positive customer relationships by using the AI agent to craft responses with the right tone and language.
- Enable agents to evaluate and review the amount being disputed, the customer relationship, and the outcome of the detection logic.
- Streamline the card dispute submission process for cardholders with a dispute intake workflow by using Now Assist in Virtual Agent.
- Use a conversational, natural language interface that makes data collection more engaging and less tedious compared to a traditional form.
- Increase efficiency by inferring information from the customer’s responses in the conversation.
See Now Assist for Financial Services Operations (FSO) for more information.
New in the Yokohama release
- Yokohama Patch 11
- Long term stable models
- 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.
- Yokohama Patch 6
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- 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.
- Yokohama Patch 3
- Using agentic workflows in Now Assist for Financial Services Operations (FSO)
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Resolve disputes that are flagged as friendly fraud with comprehensive guidance from the friendly fraud AI agent. Leverage the AI agent's step-by-step recommendations and detailed responses to explain the decisions made regarding disputes. Based on the AI agent recommendations, issue credit to customers, decline disputes, or initiate an exception process.
- Yokohama Patch 1
- Disputes intake via Virtual Agent
- Provide an intuitive dialog-based channel experience for your customers to submit details on a dispute case. The dispute intake via Virtual Agent leverages questions that are required by the card processing networks. Now LLM Service rephrases these questions in a conversational format and infers the answers for the unanswered questions from customer responses.
Changed in this release
- Yokohama Patch 11
- 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 will not 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.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Changes to Now Assist usage measurement
- Starting with Yokohama 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.
Activation information
Install Now Assist for FSO by requesting it from 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.
Additional requirements
The Now Assist for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.