Financial Services Operations (FSO) for Insurance Overview Getting Started
Product Financial Services Operations for Insurance Deliver transparent claims journeys and personalize servicing. Streamline underwriting and onboarding to reduce costs and enhance policyholder retention. Schedule Demo
How does Financial Services Operations for Insurance work? AI and AI agents automate workflows across the insurance value chain, connecting teams and technologies. As operations run across systems, Financial Services Operations for Insurance handles complexity in the background—so organizations can become the insurer of choice.
Benefits of Financial Services Operations for Insurance Decrease contact center call volumes Reduce employee overload with AI-driven self-service and unified Contact Center as a Service. Connect customer service representatives with middle- and back-office teams. Video CTA Watch Demo Deliver smarter, faster claims resolution Capture full case context with role-based AI summaries. Bring claim history and real-time data into a single workspace, and prioritize claims by urgency and business impact. Video CTA Watch Demo Improve policyholder retention Engage policyholders in their preferred channels with 24/7 AI-powered support. Deliver instant answers and personalized portals based on coverage. Video CTA Watch Demo Transform with a single platform The ServiceNow AI Platform unites AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency.  Video CTA Explore Platform
Use cases for Financial Services Operations for Insurance AI Agents
Automate routine tasks with AI Agents Let AI Agents manage routine tasks autonomously, helping scale the contact center 24/7. Provide instant, personalized replies that match policyholder tone and sentiment.  Explore Responsible AI Get Details
Related links Now Assist AI Agents
Self-Service
Empower policyholders with self-service Reduce contact center inquiries with always-on AI-powered policy support that helps policyholders get answers and take action.
Related links Service Portal AI Search Virtual Agent AI Agents
Role-Based Workspaces
Simplify work with role-based workspaces Execute seamlessly with role-based workspaces for each persona, such as claims handlers and loss adjusters. Get real-time visibility into data and tasks to deliver better service. Read Report
Related links Workspaces
Predictive Intelligence
Predict and act faster with AI-powered insights Use AI to anticipate policyholder needs, accurately predict claims and set premiums.  Automate resolutions, and achieve faster value with proactive service.  Get Infographic Read Data Sheet
Related links Process Mining Task Intelligence
Service Operations
Increase visibility across service operations Promote visibility for service leaders and compliance officers with real-time dashboards. Track service-level agreement, flag at-risk cases, and streamline audit preparation. Get Ebook
Related links Service Operations Workspace Service Bridge
Complaint Management
Manage complaints with confidence Handle policyholder complaints quickly and compliantly with AI-powered dashboards, automated workflows, and intelligent routing to back-office teams. Get Report
Related links Task Intelligence Workforce Optimization
Industry leaders rely on ServiceNow to make work better Discover how ProAssurance combined their vision with ServiceNow AI to deliver exceptional customer services. Watch Video Read Story
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data. See All Integrations
Resources for you See All Resources Ebook Three Ways to Elevate Customer Experience and Reduce Costs Understand how to automate, optimize, and improve visibility on a single AI platform. Video CTA Read Ebook Blog Gartner Names ServiceNow a Leader in Business Orchestration and Automation Video CTA Read Blog Whitepaper Why insurers need strong AI operations, governance, and an AI control tower Video CTA Read Whitepaper Blog When great minds collide: AI partnerships that spark joy Video CTA Read Blog Blog Leader in the Forrester Wave™: Customer Service Solutions Video CTA Read Blog
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Frequently asked questions Expand All Collapse All What is an AI agent?

ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions, and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as guiding case managers through next steps and pulling up relevant policy details, as well as more complex tasks such as leveraging policyholder data to offer personalized recommendations.

Additionally, they enhance the productivity of human agents by summarizing documents and cases, such as lengthy claim documents, generating email replies and knowledge articles, and helping them complete tasks more efficiently.
How is AI being governed at ServiceNow?
Take a look at the ServiceNow commitment to responsible AI and how we deliver responsible Generative AI solutions
What is the ServiceNow AI Platform?
The ServiceNow AI Platform is the cloud-based foundation for all ServiceNow products. It connects and automates business workflows across the enterprise using one architecture, one data model, and a collection of AI capabilities, business applications, and low-code/no code development tools. Financial Services Operations for Insurance is built on the ServiceNow platform and inherits all of the powerful platform capabilities, and then also includes purpose-built applications, workspaces, integrations and more that are specific to insurance. Learn More
What is the role of AI in insurance?
AI can plays a very impactful role in the insurance industry and is becoming more and more crucial for insurance organizations to embrace in order to operate effectively and efficiently.  For example, it can be used to summarize large claims documents in a clear and succinct way, saving claims employees such as adjusters and managers a lot of time. as well as reducing errors caused by tedious manual work. AI can also be used for real-time monitoring of claims and transactions, helping mitigate fraud. There are many other examples of how AI can influence the insurance life-cycle across various areas, including data analysis, processing, and compliance.  Learn More.
How do you handle integrations?
 Now Assist increases productivity by reducing manual work. It transforms experiences with personalization and natural human language, speeds time to value with intelligent code, and much more. Learn More
Talk with an expert Connect with our product experts to arrange a custom demo. See how Financial Services Operations for Insurance can work in your environment. Schedule Demo
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