Exploring Now Assist for Financial Services Operations (FSO)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Now Assist for Financial Services Operations (FSO)

    Now Assist for Financial Services Operations (FSO) leverages AI skills and agentic AI to enhance case management and dispute resolution within financial services. It helps summarize case and customer details, streamlines dispute intake through a Virtual Agent chatbot, and automates resolution workflows. The application integrates card network and issuer policies to improve accuracy during dispute handling and supports agents with AI-generated recommendations and rationale, especially for transactions flagged as friendly fraud.

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    Key Features

    • Case Summarization: AI-powered summarization of insurance claims and card dispute details to facilitate faster understanding.
    • Virtual Agent Chatbot: Enhances customer dispute intake by gathering and inferring dispute information directly from customer responses, automatically populating case form fields.
    • Agentic AI for Friendly Fraud: Uses friendly fraud detection tools to assist dispute agents with actionable recommendations and drafting explanations for rejected transactions.
    • Support for Front-Office Interactions: AI agents and skills help uncover customer insights and support customer-facing processes.
    • Now Assist Panel: Accessible within the Financial Services Workspace, this panel allows agents to interact with AI for case summarization, dispute resolution conversations, and customer analysis.
    • Sensitive Data Handling: Employs two-way masking to protect personally identifiable and sensitive information from exposure in AI prompts, ensuring compliance with data protection standards.

    Important Considerations

    Depending on your ServiceNow licensing tier, access to generative AI skills, agentic workflows, and AI agents may vary. Now Assist for FSO should not be used to process protected health information (PHI) or other highly regulated data without thorough validation and compliance checks. Exercise caution when handling sensitive or regulated workloads, and always verify AI-generated outcomes in accordance with applicable legislation.

    With the Now Assist for Financial Services Operations (FSO) application, use AI skills and agentic AI to summarize case and customer details, enhance disputes intake with Disputes intake via Virtual Agent, and leverage agentic workflows and AI agents to automate dispute resolution.

    Overview of Now Assist for Financial Services Operations (FSO)

    The following AI capabilities are available:
    • Summarize the details of a case for an insurance claim or a card dispute.
    • Use a Virtual Agent chatbot as part of the customer dispute intake flow. Card network and issuer policies are integrated in the chatbot conversation. Information on the dispute is gathered and inferred from the customer's responses and populated in case form fields.
    • Use agentic AI to assist dispute agents in handling transactions that are flagged as friendly fraud. The AI agent leverages the results from a friendly fraud detection tool to generate recommendations the appropriate action. If the transaction is rejected, it also helps draft a rationale to explain the decision to the end user.
    • Use AI agents and AI skills to support customer front-office interactions, and to discover customer insights.

    For more information on generative AI skills, including case and customer profile summarization, see Using generative AI in Now Assist for Financial Services Operations (FSO).

    For more information on AI agents and agentic workflows, see Agentic AI use cases for FSO.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Now Assist panel in Financial Services Workspace

    An agent can use the Now Assist panel in Financial Services Workspace for scenarios such as:
    • Case summarization
    • Conversational interaction for dispute resolution
    • Interacting with AI agents during interactions or customer analysis

    For more information about the Now Assist panel, see Now Assist panel.

    Sensitive data handling

    Personally identifiable information and other sensitive data can be masked so that it doesn't appear in generative AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the original text after the response has been received. This two-way masking ensures that your users see the correct values, but the Now LLM Service isn't exposed to any sensitive information. For more information, see .

    Important:
    Exercise caution when using Now Assist for FSO with cases that contain sensitive data or other regulated workloads, such as healthcare claims. Now Assist for FSO should not be used for processing protected health information (PHI). When using Now Assist for FSO in a protected industry, validate and test the generated results in accordance with corresponding legislation and requirements. See AI limitations for more information.