Now Assist for Financial Services Operations (FSO)

  • Release version: Xanadu
  • Updated September 30, 2024
  • 3 minutes to read
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    Summary of Now Assist for Financial Services Operations (FSO)

    Now Assist for Financial Services Operations (FSO) is a ServiceNow application designed to help insurance claims and card dispute agents quickly understand case contexts through AI-driven case summarization. This enables faster and more informed resolutions for customers by providing concise summaries of case information.

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    Key Features

    • Case Summarization: Uses generative AI to synthesize and summarize relevant information from insurance claims and card dispute cases.
    • Agent Enablement: Helps agents gain rapid context on cases, improving efficiency and customer service quality.
    • Configuration and Use: The application can be configured within your ServiceNow instance and leverages AI capabilities tailored for Financial Services Operations.

    Important Considerations

    • Model Availability: Not all AI model providers or Now Assist features are available in every region or environment, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted, or other restricted environments. Availability may vary by release.
    • Regulatory Restrictions: Some AI products and skills are unavailable in regulated markets, requiring customers to verify feature availability for their regions and compliance needs.
    • AI Limitations: AI-generated outputs may not always be accurate or complete. Customers must test and validate results, maintain human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as finance and legal.
    • Data Processing and Privacy: Data is transferred from customer instances to centralized ServiceNow environments, potentially across regions and third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.
    • Data Collection and Opt-Out: ServiceNow collects inputs, outputs, and edits to improve AI models and products. Customers can opt out of future data collection at any time as described in the Now Assist documentation.

    Support and Troubleshooting

    • Access help through the ServiceNow Community on AI and Intelligence.
    • Search the Known Error Portal for known issues and resolutions.
    • Contact ServiceNow Customer Service and Support for direct assistance.

    Use the Now Assist for Financial Services Operations (FSO) application to summarize the case information for insurance claims and card disputes. You can enable your agents to understand the case context so that they can propose quicker resolutions to your customers.

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    Federal exclusion notice

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.