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 integrates generative and agentic AI to streamline financial services operations, focusing on dispute management and customer interactions. The Yokohama release introduces enhancements such as AI agents, case summarization, dispute intake via Virtual Agent, support for third-party AI models, and enhanced security measures.
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Key Features
- AI Agents and Agentic Workflows: Provide step-by-step dispute resolution guidance, including friendly fraud detection and response, helping agents make informed decisions and maintain positive customer relationships.
- Disputes Intake via Virtual Agent: Enables conversational, natural language interactions for customers submitting dispute details, improving engagement and data collection efficiency by inferring information from responses.
- Third-Party AI Model Support: Now Assist for FSO supports AI models from Google Gemini, Anthropic Claude on AWS, Now LLM Service, and Azure OpenAI, offering flexibility in AI model providers.
- Security Enhancements with ACLs: Access Control Lists (ACLs) secure AI agents, agentic workflows, and generative AI skills, ensuring execution is controlled by user roles and identities.
- Long Term Stable (LTS) Models: Introduced in Now LLM Service for regulated industries, providing model stability and integration with governance and compliance tools.
- Usage Measurement Update: Transition from a 365-day look-back to a 365-day burn-down model for usage tracking, resetting at contract anniversary, enhancing transparency and management of AI usage.
Practical Implications for ServiceNow Customers
- Improved Dispute Resolution: Human agents benefit from AI-driven workflows to efficiently manage friendly fraud disputes, including tone-appropriate customer communications and decision support.
- Enhanced Customer Experience: Customers experience a more intuitive and engaging dispute submission process through Virtual Agent’s conversational interface.
- Security Compliance: Customers must configure additional roles and ACLs to enable AI agents and workflows securely, ensuring proper access control aligned with organizational policies.
- Default Skill Activation: Certain Now Assist skills are enabled by default for new installations and upgrades, simplifying initial setup but requiring review to tailor to organizational needs.
- Licensing Requirements: Requires a Financial Services Operations Professional Plus or Enterprise Plus license, ensuring access to the full capabilities of the application.
- Activation Process: Now Assist for FSO must be requested and installed via the ServiceNow Store, where customers can also access version history and cumulative release notes.
Next Steps for Customers
- Review and configure required roles and ACLs to enable AI agents and agentic workflows securely.
- Leverage the conversational dispute intake workflow to improve customer engagement and streamline case submissions.
- Consider integrating preferred AI model providers based on organizational requirements and compliance needs.
- Monitor usage under the new measurement model to optimize AI resource allocation and contract management.
- Refer to the Now Assist for Financial Services Operations documentation for detailed configuration and best practices.
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
Yokohama Patch 11
- 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.
Yokohama Patch 6
- 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).
Yokohama Patch 3
- 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.
Yokohama Patch 1
- 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.
Important:
Now Assist for FSO is available in ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Yokohama Patch 11
- 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.