---
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 Insurance release notes

# Agentic Contact Center for Insurance 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 Insurance
application
provides a workspace for Customer Service Representatives (CSRs) to
run insurance operations efficiently
and manage multiple
applications simultaneously. Agentic Contact Center for Insurance


Australia
release.

## About Agentic Contact Center for Insurance {#agentic-contact-centre-for-insurance-rn__agentic-contact-centre-for-insurance-rn-highlights}

* Provides CSRs with workspaces that include AI support for customer engagement and profile evaluation.
* Accelerates interaction resolution with AI insights, customer analysis, and action recommendations.
* Enables CSR agents to access consolidated customer information including policy details, recent interactions, and related products information within a unified interface.
{#agentic-contact-centre-for-insurance-rn__ul_cxj_gx4_13c}

See

for an overview of features and
capabilities.{#agentic-contact-centre-for-insurance-rn__agentic-contact-centre-for-insurance-rn-highlights-2}

## Activation and other requirements

Note:  
Agentic Contact Center for Insurance is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   Install Agentic Contact Center for Insurance 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-centre-for-insurance-rn__agentic-contact-centre-for-insurance-rn-activation-1}

Additional requirements

:

    This application requires
    ServiceNow Otto for Financial Services Operations (FSO).
    For
    activation and configuration details, 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-centre-for-insurance-rn__agentic-contact-centre-for-insurance-rn-additional-reqs-1}

## Australia {#ariaid-title2}

The ServiceNow®
Agentic Contact Center for Insurance
application
provides a workspace for Customer Service Representatives (CSRs) to
run insurance operations efficiently
and manage multiple
applications simultaneously. Agentic Contact Center for Insurance


Australia
release.

### What's new {#agentic-contact-centre-for-insurance-rn-release__agentic-contact-centre-for-insurance-rn-new-features}

:   The Customer 360 page delivers a
    consolidated
    view of insurance customer data spanning contact details, policies, details of family members covered,
    premiums, claims,
    coverages,
    interaction
    history, and
    attachments.

[Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/access?context=interactionpage-agentic-contact-centre-for-insurance&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US)

:   The CSR Interaction
    page provides customer contact details and
    profiles, live interactions, policies,
    interaction
    history,
    open
    and closed cases, attachments, and related
    tasks.The
    AI
    agent generates conversation summaries and next-step recommendations to help reduce administrative tasks and
    resolution
    times.

[Components installed with Agentic Contact Center for Insurance](https://www.servicenow.com/docs/access?context=components-installed-with-agentic-contact-centre-for-insurance&version=australia&pubname=australia-financial-services-operations&ft:locale=en-US)

:   This
    application provides specialized roles for Servicing \& Claims agents that
    enable CSR capabilities for insurance operations.
    With these roles, you
    can access and modify cases within
    the permitted scope, encompassing
    cases initiated by colleagues or through the self-service portal.
    You can also control the visibility
    of claims and case data on the Customer
    360 page.

{#agentic-contact-centre-for-insurance-rn-release__agentic-contact-centre-for-insurance-rn-new-features-1}

### Plugin information

New plugins

:   The following plugins are new in Australia:

    Agentic Contact Center for Insurance
    (sn_ins_csr): Provides tools to manage insurance front-office workflows and operations. {#agentic-contact-centre-for-insurance-rn-release__agentic-contact-centre-for-insurance-rn-new-plugin}