Supporting information for Now Assist for Financial Services Operations (FSO)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • 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.

    Table 1. Now Assist for FSO supported interfaces
    Interface Skill
    Financial Services Workspace
    • Case summarization
    • Disputes intake via Virtual Agent
    Core UI Case summarization
    Customer 360 page and Interaction page in Agentic Contact Center for Banking
    • Customer profile summarization
    • Customer interaction context summary
    Customer 360 and Interaction page in Agentic Contact Center for Insurance
    • Insurance customer profile summarization
    • Insurance interaction context summary
    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.

    This store app has the following dependencies:
    • 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)
    Activate the applications in the following order:
    1. Financial Services Card Operations (sn_bom_credit_card)
    2. 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.

    For a list of AI agents included in the collection, see the following:

    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.