Configure Financial Services Operations AI agents

  • Release version: Australia
  • Updated May 29, 2026
  • 1 minute to read

    • Configure Financial Services Operations AI agents to define their tools, access controls, triggers, and active status. You can also review Knowledge Graph tag records that supply structured and unstructured data to improve AI agent performance.

    Access the AI agent configuration

    To access the agent configuration:
    1. Navigate to All > AI Agent Studio > Overview.
    2. Select AI Agents and then select appropriate agent.

      The Define the specialty screen is displayed.

    3. In the Add tools and information step, review the AI agent's capabilities, scripts, and subflows.
    4. In the Define user access and Define data access steps, review which roles can access the AI agent and the AI agent's user identity.
    5. In the Add triggers step, perform the following for the AI agent you're configuring:
      Agent Configuration
      ACH dispute AI agents Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled.
      Banking CSR customer insights AI agent This step is not required.
      Banking CSR support AI agent Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled.
      Insurance CSR customer insights AI agent This step is not required.
      Insurance CSR support AI agent Define triggers for the AI agent. By default, the trigger is deactivated and must be enabled.

      To enable the trigger:

      1. Select the trigger name.
      2. Enable Trigger is ON.
      3. Select Save.
    6. In the Select channels and status step, make sure that the This AI agent is active field is enabled to activate the AI agent.

    Access Knowledge Graph Tags configuration

    Knowledge Graphs enhance the performance of AI agents using the structured and unstructured data from ServiceNow records, knowledge bases, and external sources.

    The following shows each FSO application's knowledge graph tag records that list the tables referenced in the Knowledge Graph:
    Agentic Contact Center for Banking
    • FSO Core Personal
    • FSO Core Business
    Agentic Contact Center for Insurance
    • FSO Insurance Policies
    • FSO Insurance Product Catalog
    The following graphs are added if the respective insurance claims or servicing application is installed:
    • FSO Insurance Personal Lines Claims
    • FSO Insurance Commercial Lines Claims
    • FSO Insurance Individual Life Claims
    • FSO Insurance Generic Claims
    • FSO Insurance Personal Lines Servicing
    • FSO Insurance Commercial Lines Servicing
    • FSO Insurance Individual Life Servicing
    • FSO Insurance Group Life Servicing