Standalone AI agents in Financial Services Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Standalone AI agents in Financial Services Operations

    ServiceNow’s Standalone AI agents in Financial Services Operations (FSO) are designed to accelerate dispute resolution and enhance front-office customer service. These AI agents automate routine processes, provide actionable recommendations, and keep human agents involved for final decisions. They improve efficiency, accuracy, and compliance across various financial services use cases including ACH dispute handling, banking, and insurance customer support.

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    Key Features

    • ACH Dispute AI Agents:
      • Merchant analysis for disputes: Assesses merchant credibility using web intelligence and dispute history to eliminate manual research.
      • Nacha operating guidelines check: Verifies chargeback eligibility against Nacha guidelines without complex system rules.
      • ACH dispute return recommendation: Combines merchant risk and Nacha eligibility insights to recommend filing returns, denying claims, or requesting documents.
      • Dispute communication: Automates and personalizes compliant email notifications to customers and financial institutions during the dispute lifecycle, ensuring clarity and regulatory adherence.
    • Banking Contact Center AI Agents:
      • Banking CSR customer insights: Presents clear, organized customer data to help representatives identify opportunities and decide next steps efficiently.
      • Banking CSR support: Acts as a real-time copilot during customer interactions, providing detailed account, transaction, credit, and product information to speed up inquiries and improve service quality.
    • Insurance Contact Center AI Agents:
      • Insurance CSR customer insights: Offers quick access to comprehensive insurance customer data including policies, claims, and servicing cases with natural language query support.
      • Insurance CSR support: Provides real-time assistance during live calls, responding to typed or transcript-based queries strictly within the insurance domain for the active customer interaction.

    Role-Based Access and Security

    Access to AI agents is controlled via role masking, ensuring only authorized users with specific roles (such as dispute agents and customer service representatives) can use the agents. Proper configuration of security controls and data access roles is required to enable agent usage.

    Key Outcomes

    • For ACH Disputes: Faster, more accurate, and compliant dispute resolution with reduced manual effort and errors.
    • For Banking and Insurance Customer Service: Enhanced agent productivity, reduced handling times, proactive outreach, and personalized customer experiences by leveraging AI-driven insights and support.
    • Overall: Improved operational efficiency, regulatory compliance, and customer satisfaction in financial services operations through intelligent automation and assistance.

    Use AI agents in FSO to accelerate dispute resolution and assist with front-office customer servicing. These agents automate routine steps and provide recommendations, keeping humans in the loop for final decisions.

    The following table describes the available AI agents in Now Assist for FSO.

    Table 1. Standalone AI agents in Now Assist for FSO
    Agents Agent role
    Merchant analysis for disputes AI agent Assesses merchant credibility in the context of the disputed transaction's reason, using web intelligence and internal dispute history, eliminating manual research.
    Nacha operating guidelines check AI agent Verifies chargeback eligibility of transactions against Nacha operating guidelines without relying on complex system rules.
    ACH dispute return recommendation AI agent Combines merchant risk analysis and Nacha eligibility checks to provide clear, consistent recommendations, whether to file a return, deny the claim, or request more documentation. This helps dispute agents to make faster, more accurate, and compliant decisions.
    Dispute communication AI agent Automates and streamlines communication with customers and Originating Depository Financial Institutions (ODFIs) throughout the ACH dispute life cycle. The agent generates, personalizes, and sends timely, compliant email notifications related to dispute outcomes, whether filing a return, denying a dispute claim, or requesting additional supporting documentation. This ensures clarity, regulatory adherence, and efficient case resolution.
    Banking CSR customer insights AI agent Displays relevant customer insights in a clear, organized format. This feature helps you quickly explore and access meaningful customer data to identify opportunities and determine appropriate next steps.
    Banking CSR support AI agent Acts as a copilot for customer support representatives (CSRs) during customer interactions to assist with banking inquiries. This includes providing information about accounts (checking, savings, loans, cards), transaction history and details, balance inquiries, credit score checks, product eligibility, mortgage and loan details, deposit accounts, payment history, financial account summaries, and general banking policies or procedures.
    Insurance CSR customer insights AI agent Supports CSRs by providing quick access to comprehensive insurance customer data. It covers a wide range of details including policies, claims, and servicing cases. The agent processes natural language queries and returns structured, context-aware responses with follow-up options.
    Insurance CSR support AI agent Acts as a real-time copilot for insurance CSRs during live calls, supporting both typed queries and transcript-based question inference. Responses are scoped strictly to insurance topics and the customer associated with the active interaction.

    Role masking

    Required roles: sn_bom_credit_card.dispute_agent_connector, sn_bom_credit_card.dispute_agent, sn_fso_csr.business_agent, sn_fso_csr.personal_agent, and now_assist_panel_user.

    AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    In the data access settings, you must also add the necessary roles to the FSO AI agents listed in the table earlier.