ServiceNow Otto for Financial Services Operations (FSO) release notes
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Summary of ServiceNow Otto for Financial Services Operations (FSO) Yokohama Release Notes
ServiceNow Otto for Financial Services Operations (FSO) integrates generative and agentic AI to optimize financial services workflows. The Yokohama release enhances AI capabilities, including AI agents, case summarization, dispute intake via Virtual Agent, and support for multiple third-party AI models. These advancements help financial institutions improve dispute resolution, customer engagement, and operational efficiency.
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Key Features
- AI Agents and Workflows: Enhanced support for AI agents and agentic workflows, including default activation of some Now Assist skills and updated role-based access controls for secure execution.
- Dispute Management: Streamlined dispute intake through conversational Virtual Agent interfaces and a friendly fraud AI agent that supports human agents with detailed recommendations and tone-appropriate responses.
- Third-Party AI Models: Expanded AI model provider options now include Google Gemini and Anthropic Claude on AWS, alongside existing Now LLM Service and Azure OpenAI integrations.
- Security and Compliance: Introduction of Access Control Lists (ACLs) for AI agents and workflows to enforce secure execution and data access, critical for regulated financial environments.
- Long Term Stable Models: Availability of long term stable (LTS) AI models offering enhanced stability, governance, and compliance—essential for regulated industries.
- Usage Measurement Updates: Transition from a 365-day look-back to a 365-day burn-down model for more precise Now Assist usage tracking tied to contract anniversaries.
Practical Benefits for ServiceNow Customers
- Improved Customer Experience: Conversational dispute intake reduces customer effort and increases engagement compared to traditional forms.
- Efficient Dispute Resolution: AI agents provide actionable, step-by-step guidance for resolving friendly fraud disputes, helping maintain positive customer relationships and reduce manual workload.
- Expanded AI Flexibility: Choice of AI models allows customers to select providers that best fit their technical and compliance requirements.
- Enhanced Security: ACL-based access control ensures that only authorized roles can execute AI workflows, supporting regulatory and internal security policies.
- Stable AI Performance: LTS models provide consistent AI behavior, reducing risks associated with frequent model changes in critical financial operations.
Activation and Licensing
ServiceNow Otto for FSO is available through the ServiceNow Store. Installation requires a Financial Services Operations Professional Plus or Enterprise Plus license. Customers must configure roles and ACLs properly to utilize AI agents and workflows securely.
Related Applications
- Now Assist: Provides generative AI capabilities to improve user productivity via conversational and proactive experiences.
- Now Assist in Virtual Agent: Enables self-service card dispute submission with AI-powered conversational interfaces.
- AI Agent Studio: Supports configuration and management of ACLs for AI agents and agentic workflows to enforce security policies.
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 Yokohama release.
ServiceNow Otto for FSO highlights for the Yokohama release
- ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.