Supporting information for Now Assist for Financial Services Operations (FSO)
Summarize
Summary of Supporting information for Now Assist for Financial Services Operations (FSO)
Now Assist for Financial Services Operations (FSO) is an application designed to enhance financial services workflows using AI capabilities. It is supported starting with the Xanadu release and integrates with various user interfaces to streamline case management, customer interaction, and dispute intake processes within financial services environments.
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Supported Interfaces and Skills
- Financial Services Workspace: Provides skills such as case summarization and disputes intake via Virtual Agent.
- Core UI: Includes case summarization capabilities.
- Agentic Contact Center for Banking: Supports customer profile summarization and customer interaction context summary via Customer 360 and Interaction pages.
- Agentic Contact Center for Insurance: Offers insurance customer profile summarization and insurance interaction context summary.
- Portal: Enables disputes intake through Virtual Agent.
Application Activation and Dependencies
To utilize Now Assist for FSO, activate the store app snfsogenai along with its dependencies:
- Financial Services Operations Core (snbom)
- Now Assist for Platform (sngenaiplatform)
- Now Assist for Customer Service Management (sncsmgenai)
- Form Data Collector (snconfrmdtcoll)
- Financial Services Operations AI Agent Collection (snfsoaiagents)
- Query Orchestrator (snqryorchstr)
Activation order is important: first activate Financial Services Card Operations (snbomcreditcard), followed by Now Assist for FSO (snfsogenai).
Key Components
- Financial Services Operations AI Agent Collection: A shared library of AI agents that understand user goals, create strategic plans, assist human agents in case resolution, and autonomously execute tasks within financial services operations.
- Query Orchestrator: An orchestration layer that decomposes complex questions into smaller sub-queries, classifies intent, routes queries to appropriate data sources (e.g., Knowledge Base, Knowledge Graph), executes them in parallel to reduce latency, aggregates responses, and returns structured outputs for AI agents.
- Form Data Collector: Supports automated population of case form fields during Virtual Agent chatbot interactions, improving data capture efficiency.
Practical Use and Benefits
By leveraging Now Assist for FSO and its components, ServiceNow customers in the financial services sector can expect enhanced automation and AI-driven assistance for case summarization, customer profile insights, and dispute handling. The integration with various interfaces ensures agents have contextual, summarized information to improve service speed and accuracy. The Query Orchestrator enhances AI responsiveness by efficiently managing data queries, while the Form Data Collector streamlines data entry during customer interactions.
Next Steps
- Configure case summarization features within Now Assist for FSO.
- Set up Disputes intake processes via Virtual Agent to automate and improve dispute management workflows.
Get a quick overview of the important information that is related to the Now Assist for Financial Services Operations (FSO) application.
Supported versions
Now Assist for FSO is supported starting with the Xanadu release.
Supported user interfaces
The Now Assist for FSO application includes the skills that are listed in the following table.
| Interface | Skill |
|---|---|
| Financial Services Workspace |
|
| Core UI | Case summarization |
| Customer 360 page and Interaction page in Agentic Contact Center for Banking |
|
| Customer 360 and Interaction page in Agentic Contact Center for Insurance |
|
| Portal | Disputes intake via Virtual Agent |
Application information
Activate the Now Assist for FSO store app (sn_fso_gen_ai) to use the capabilities included in the application.
- Financial Services Operations Core (sn_bom)
- Now Assist for Platform (sn_genai_platform)
- Now Assist for Customer Service Management (CSM) (sn_csm_gen_ai)
- Form Data Collector (sn_con_frm_dt_coll)
- Financial Services Operations AI Agent Collection (sn_fso_ai_agents)
- Query Orchestrator (sn_qry_orchstr)
- Financial Services Card Operations (sn_bom_credit_card)
- Now Assist for FSO (sn_fso_gen_ai)
Financial Services Operations AI agent collection
The FSO AI agent collection (sn_fso_ai_agents) is a ServiceNow Store application included with Now Assist for FSO. It provides a shared library of AI agents for Financial Services Operations. The agents understand user-defined goals, formulate strategic plans, help human agents resolve cases, and autonomously execute tasks.
Query Orchestrator
Query Orchestrator (sn_qry_orchstr) is a ServiceNow Store application included with Now Assist for FSO. It provides a shared, reusable orchestration layer for AI agents across Financial Services Operations business domains. The Query Orchestrator breaks down complex questions into smaller, targeted sub-queries; routes each sub-query to the most appropriate data source; and aggregates the results
into a single structured response for the AI agent to use.
Query Orchestrator provides the following capabilities:
- Query decomposition
- Analyzes complex questions and breaks it into sub-queries that can each be answered independently.
- Intent classification
- Identifies each sub-query intent to determine how it should be handled and which data source is most appropriate.
- Source routing
- Maps each sub-query to the most appropriate data source based on the classified intent. Examples include Knowledge Base search for article lookups, or Knowledge Graph for entity and relationship data.
- Parallel execution
- Dispatches sub-queries to their assigned sources concurrently to minimize overall response latency.
- Response aggregation
- Collects results from all sources and merges them into a single structured payload for the AI agent.
- Structured output
- Returns results in a consistent, schema-defined format that the AI agent uses to generate a comprehensive answer in the Now Assist panel.