Request generative AI capabilities in Financial Services Operations by using the Now Assist panel

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Request the contextual generative AI capabilities, such as a case summary or assistance with resolving a friendly fraud dispute, in the Financial Services Operations (FSO) application by using the conversational interface in the Now Assist panel.

    Before you begin

    Next Experience must be enabled in the instance. For more information, see Next Experience UI.

    Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager, sn_bom_credit_card.dispute_viewer, sn_bom_credit_card.contributor, sn_bom.b2c_agent, sn_bom.b2b_agent, sn_bom.adjuster, or sn_bom.fnol_representative

    Note:
    These roles are the default list of roles that are defined for this task. Administrators can modify the list of roles in the Now Assist Admin console.

    About this task

    You can use the Now Assist panel in Financial Services Workspace to request a case summary.

    For more information about the Now Assist panel, see Now Assist panel. For information about activating the Now Assist panel, see Activate Now Assist panel standard chat.

    Procedure

    1. Navigate to Workspaces > Financial Services Workspace.
    2. Log in to an instance where the Now Assist for FSO application is installed.
    3. Request the generative AI capabilities in FSO for a case by selecting the Now Assist icon (Now assist icon.).
      Figure 1. Now Assist panel
      Now Assist panel with case summarization generation.
    4. After you request the generative AI capabilities, summarize a case or use the Help resolve friendly fraud agentic workflow.
      OptionDescription
      Summarize a case
      1. Open the case.
      2. From the header menu, select the Now Assist icon (Now assist icon.).
      3. In the Now Assist panel, select Summarize a record.
      Use the Help resolve friendly fraud agentic workflow
      1. From the header menu, select the Now Assist icon (Now assist icon.).
      2. Follow the on-screen instructions to complete the task.