--- sourceDocument: Australia Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes Release : - australia ft:locale : - en-US ft:publication_title : - Australia Release Notes ft:clusterId : - rn bundleId : - rn --- # Agentic Contact Center for Banking release notes # Agentic Contact Center for Banking release notes {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read The ServiceNow® Agentic Contact Center for Banking application provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations and reduces the challenges CSRs face when navigating multiple systems. Agentic Contact Center for Banking is a new application in the Australia release. ## About Agentic Contact Center for Banking {#agentic-contact-center-for-banking-rn__agentic-contact-center-for-banking-rn-highlights} * Provide your CSRs with workspaces that offer AI-enabled assistance during customer interactions and profile analysis. * Handle customer inquiries, review customer insights, and get suggested actions through AI skills and agents. * View customer data such as account details and recent transactions without toggling between different applications. {#agentic-contact-center-for-banking-rn__ul_cxj_gx4_13c} See [Agentic Contact Center for Banking](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-landing&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) for more information.{#agentic-contact-center-for-banking-rn__agentic-contact-center-for-banking-rn-highlights-2} ## Activation and other requirements Important: Agentic Contact Center for Banking is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. Activation information : Install Agentic Contact Center for Banking by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#agentic-contact-center-for-banking-rn__agentic-contact-center-for-banking-rn-activation-1} Additional requirements : This application is dependent on ServiceNow Otto for Financial Services Operations (FSO). For more information, see [ServiceNow Otto for Financial Services Operations (FSO) release notes](https://servicenow-prod.fluidtopics.net/4iJhqs3vpLIkCYpBH~mykw#now-assist-for-financial-services-operations-rn "The ServiceNow ServiceNow Otto for Financial Services Operations (FSO) application brings generative and agentic AI to Financial Services Operations. Features include AI agents, case summarization, customer profile and interaction context summarization, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Australia release.").{#agentic-contact-center-for-banking-rn__agentic-contact-center-for-banking-rn-additional-reqs-1} ## Australia {#ariaid-title2} The ServiceNow® Agentic Contact Center for Banking application provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations and reduces the challenges CSRs face when navigating multiple systems. Agentic Contact Center for Banking is a new application in the Australia release. ### What's new {#agentic-contact-center-for-banking-rn-release__agentic-contact-center-for-banking-rn-new-features} [Customer 360 workspace](https://www.servicenow.com/docs/access?context=customer-360-agentic-contact-center-for-banking&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) : The AI-powered Customer 360 workspace provides a unified single view of customer information across accounts, cases, and customer history. AI-generated summaries, insights, and recommendations help CSRs quickly understand customer profiles and determine the most effective next steps. [CSR Interaction workspace](https://www.servicenow.com/docs/access?context=interaction-workspace-for-agentic-contact-center-for-banking&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) : The AI-powered CSR Interaction workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and decrease handle time. [Roles for Banking personal and business CSRs](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-center-for-banking&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US) : This application includes roles that grant access to AI-assisted CSR experiences for business and personal banking and wealth customers. These roles enable CSR agents to view and edit all cases within their granted access scope, including cases created by other agents or submitted via the self-service portal. Banking Personal CSR Agents access all consumer cases and Banking Business CSR Agents access all account cases---both limited to their granted case types. The Now Assist AI agent inherits this scoped access for more relevant analysis. {#agentic-contact-center-for-banking-rn-release__agentic-contact-center-for-banking-rn-new-features-1} ### Plugin information New plugins : The following plugins are new in Australia: Agentic Contact Center for Banking (sn_fso_csr): Provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations.{#agentic-contact-center-for-banking-rn-release__agentic-contact-center-for-banking-rn-new-plugin}