Exploring Now Assist for Financial Services Operations (FSO)
Summarize
Summary of Exploring Now Assist for Financial Services Operations (FSO)
The Now Assist for Financial Services Operations (FSO) application leverages agentic AI to enhance case management and dispute handling within financial services. It enables summarization of case details, improves dispute intake through a Virtual Agent chatbot, and supports agent workflows such as handling friendly fraud cases. These AI capabilities streamline agent tasks, improve customer interactions, and enhance decision-making efficiency.
Show less
Key Features
- Case Summarization: AI provides concise summaries of insurance claims or card dispute cases, including issue descriptions and actions taken. Agents can generate, refresh, and post these summaries to case work notes. Summaries appear in relevant insurance and banking case views, drawing on key case record fields tailored by industry.
- Disputes Intake via Virtual Agent: A chatbot guides customers through dispute intake, using integrated card network and issuer policies. It gathers and infers dispute information from customer responses, automatically populating case form fields via the Form Data Collector application. The Virtual Agent uses Now LLM Service to interpret answers and phrase questions understandably.
- Agentic AI Workflows for Friendly Fraud: AI assists agents by analyzing friendly fraud detection results and generating appropriate action recommendations. If a disputed transaction is rejected, the AI also drafts rationale explanations for the customer.
- Now Assist Panel: Integrated in the Financial Services Workspace, this conversational interface lets agents request case summaries and view AI-driven recommendations to support case handling.
- Sensitive Data Handling: The system masks personally identifiable and sensitive information during AI interactions, replacing actual data with placeholders to protect privacy. This ensures compliance with data protection while maintaining accurate case data display for users. However, Now Assist for FSO is not suitable for processing protected health information (PHI) and should be used cautiously in regulated environments.
Practical Application for ServiceNow Customers
ServiceNow customers in financial services can use Now Assist for FSO to accelerate case resolution, improve accuracy in dispute processing, and enhance customer experience with automated, AI-driven workflows. The integration of Virtual Agent and AI summarization allows agents to work more efficiently by reducing manual data entry and providing actionable insights. Customers should ensure compliance with data privacy regulations when deploying these AI capabilities, especially in sensitive or regulated contexts.
With the Now Assist for Financial Services Operations (FSO) application, use agentic AI to summarize case details, enhance disputes intake with Disputes intake via Virtual Agent, and leverage agentic workflows.
Now Assist for Financial Services Operations (FSO) overview
- 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.
Skills
The Now Assist for Financial Services Operations (FSO) application includes the following skills:
- Case summarization
- Provides an agent with a summary of an insurance claim case or card dispute case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. They can refresh the
summary so that it includes the latest updates to the case, and post the summary to the case work notes.The generated case summary is displayed in the following areas:
- Insurance: Next to the claim details panel in the claim summary page, claim workspace, and claim details page
- Banking: Between the activities and case information panel
The summary includes the information that the agent enters in the case record fields that are listed in the following table.Table 1. Case skill description and record fields Industry Skill description Record fields Insurance Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level. - Incident description
- Incident location
- Incident date
- Nature of loss
- Stage
- Assigned to
- Insurance policy
- Total claim amount
Banking Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories. - Short description
- Created
- Assigned to
- Stage
- Dispute amount
- Card network
- Category
- Reason code
- Consumer
- Account
- Service
- Product
- Disputes intake via Virtual Agent
- Enhances the customer experience by performing dispute intake with a chatbot.
The following figure shows the interaction between the Virtual Agent topic, the form data collector application, and the Now LLM Service.
Figure 1. Dispute intake workflow with an agent 
- The Disputes intake via Virtual Agent topic contains the logic of creating a dispute case and filling out the dispute questionnaire based on the conversation. If the answer can’t be determined from the chat responses, it will present the next question in the questionnaire to the user in plain language. For more information, see Customize the Virtual Agent topic in Disputes intake via Virtual Agent.
- The form data collector takes the table name and view name as an input, and goes through each question on the form. While iterating over the questions, it asks the Now LLM Service if the question is answered based on the chat history. If it’s answered, it moves on to the next question. For more information, see Form Data Collector.
- The Now LLM Service helps to infer answers from customer responses, and rephrases questions from the dispute questionnaire.
Now Assist panel in Financial Services Workspace
The Now Assist panel in the Financial Services Workspace provides a conversational interface for agents to request case summaries and review AI-driven recommendations for agentic workflows, such as friendly fraud.
By using the Now Assist panel, agents can aid in decision-making and case handling. 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 agentic 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 helps ensure that your users see the correct values, but the Now LLM Service isn't exposed to any sensitive information. For more information, see .