--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 12 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Financial Services Operations (FSO) Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document covers the key new features, changes, activation guidelines, and upgrade considerations for ServiceNow Otto for Financial Services Operations (FSO) from the Xanadu release through to the Zurich release. It is designed to help ServiceNow customers understand what improvements and updates have been introduced across multiple releases and how to prepare effectively for upgrading to Zurich. Show full answer Show less ## Key Features * **Security and Access Control Enhancements:** Starting in Xanadu Patch 10 and continuing through subsequent releases, ACL-based security implementations allow granular control over execution of generative AI skills, agentic workflows, and AI agents. Predefined ACLs protect sensitive functions such as case summarization and dispute intake. * **AI and Agentic Workflow Improvements:** * Case summarization skills help agents quickly condense case records for faster review. * Now Assist panel integration provides agents access to AI skills directly within Financial Services Workspace. * Agentic Contact Center for Banking (Zurich) introduces AI agents that provide customer insights, call summarization, and real-time support to streamline front-office banking operations. * AI-powered automation for ACH dispute resolution evaluates merchant analysis, operating guidelines, and recommended dispute outcomes to assist agents in faster task closure. * Disputes intake via Virtual Agent offers a conversational, questionnaire-driven channel for customers to submit dispute details, including support for ACH and card disputes. * Long Term Stable (LTS) AI models provide extended model stability and compliance suitable for regulated financial industries. * Expanded AI model provider options including Google Gemini and AWS Claude alongside Now LLM Service and Azure OpenAI. * **Usage Measurement Updates:** Now Assist and AI usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model resetting at contract anniversary, affecting how consumption is tracked across releases. * **Branding Update:** Beginning Zurich Patch 12, the AI experience is branded as ServiceNow Otto, reflecting enhanced conversational AI capabilities integrated into workflows. ## Changes and Configuration Requirements * Role-based security configurations are required for agentic workflows and AI agents to execute properly, with specific roles needing assignment and data access updates. * Some Now Assist skills and agentic workflows are enabled by default for new customers or during upgrades if previously unconfigured. * Disputes intake flow was updated in Zurich to align with the latest dispute questionnaire and improve accuracy in dispute categorization by bypassing some AI inference steps to collect direct customer responses. * ServiceNow Otto for FSO supports continuous AI model updates and governance via the Now LLM Service. ## Activation and Licensing ServiceNow Otto for FSO is available for installation via the ServiceNow Store. Activation requires requesting the application from the store, and usage requires a Financial Services Operations Professional Plus or Enterprise Plus license. Customers should verify their entitlements to access specific features. ## Important Notes for Upgrading * Review and complete all pre- and post-upgrade tasks to ensure smooth transition to Zurich. * Confirm role assignments and security configurations to maintain access to AI agents, workflows, and skills. * Monitor changes in usage measurement models to align with contract and consumption tracking. ## What Customers Can Expect Upgrading to Zurich delivers a more secure, AI-enhanced experience that accelerates dispute resolution, improves agent productivity, and offers richer customer insights through integrated AI agents and workflows. The new ServiceNow Otto branding reflects an evolved conversational AI platform that supports multimodal interactions and autonomous workflow orchestration, designed to optimize financial services operations. Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Financial Services Operations (FSO) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading ServiceNow Otto for Financial Services Operations (FSO) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | **Xanadu Patch 10** [ACL security implementation](https://www.servicenow.com/docs/access?context=configuring-security-in-now-assist-for-fso&family=xanadu&ft:locale=en-US) : ServiceNow Otto for FSO can be configured to enable security implementation to execute generative AI skills through ACLs and user identities. Some predefined ACLs are provided for case summarization. **Early Availability** [Case summarization skill](https://www.servicenow.com/docs/access?context=now-assist-case-summary&family=xanadu&ft:locale=en-US) : Designed to save time for your agents by allowing them to condense a record to a short summary (when configured). ServiceNow Otto for FSO includes the customized skills that can be configured to use for specific card dispute and insurance claim use cases. [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=xanadu&ft:locale=en-US) : Enable your agents to access Now Assist skills in a panel that is available in Financial Services Workspace. After configuration, agents can summarize the viewed record or a specific case number in Now Assist panel. [AI Admin Hub console](https://www.servicenow.com/docs/access?context=configuring-now-assist&family=xanadu&ft:locale=en-US) : Use the AI Admin Hub console to activate and configure the capabilities and individual skills. For example, you can designate which roles have access to a skill, or whether the skill is available in Financial Services Workspace, the Now Assist panel, or both. [Skill availability restricted by user role](https://www.servicenow.com/docs/access?context=configure-now-assist-for-fso&family=xanadu&ft:locale=en-US) : Specify the roles that can access the case summarization skill. | | Yokohama | [Long term stable models](https://www.servicenow.com/docs/access?context=long-term-stable-models&family=yokohama&ft:locale=en-US) : 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. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=configuring-now-assist-skills-for-fso&family=yokohama&ft:locale=en-US) : 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. [Using agentic workflows](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&family=yokohama&ft:locale=en-US) : 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. [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=yokohama&ft:locale=en-US) : 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. | | Zurich | [Agentic Contact Center for Banking AI Agents and skills in FSO](https://www.servicenow.com/docs/access?context=usecase-now-assist&family=zurich&ft:locale=en-US) : 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. [AI agents in FSO](https://www.servicenow.com/docs/access?context=ai-agents-fso&family=zurich&ft:locale=en-US) : Automate ACH dispute resolution using AI-powered agents to assist in these tasks: 1. Evaluate merchant analysis 2. Evaluate Nacha operating guidelines 3. Review ACH dispute return recommendation 4. 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](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=zurich&ft:locale=en-US) : 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. [ACL security implementation](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&family=zurich&ft:locale=en-US) : 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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). | | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto 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. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : 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. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install ServiceNow Otto for FSO by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for FSO is available in ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSO is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license. | | Yokohama | Additional requirements : The ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Financial Services Operations (FSO), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | Xanadu Patch 10 Implement security in ServiceNow Otto for FSO skills with access control lists (ACLs). [Early Availability](https://www.servicenow.com/docs/access?context=xanadu-all-other-fixes&family=xanadu&ft:locale=en-US) Enable agents to review card dispute and insurance claim cases more effectively by using the case summarization skill to generate an overview of key details. See [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * 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. 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 [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=yokohama&ft:locale=en-US) for more information. | | Zurich | 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](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * 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 [ServiceNow Otto for FSO](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=zurich&ft:locale=en-US) for more information. | [ ]