---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

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    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

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bundleId :

    - rn


---

# ServiceNow Otto for Financial Services Operations (FSO) release notes

# ServiceNow Otto for Financial Services Operations (FSO) release notes {#ariaid-title1}

Release version: Zurich  
Updated August 11, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read  
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, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.

## About ServiceNow Otto for Financial Services Operations (FSO) {#now-assist-for-financial-services-operations-rn__now-assist-for-financial-services-operations-rn-highlights}

Zurich Patch 12

* Starting with Zurich Patch 12, ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Financial Services Operations (FSO). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
{#now-assist-for-financial-services-operations-rn__ul_am2_zsb_zjc}  
Zurich Patch 7

* Improve your live customer interactions and address customer inquiries more efficiently by using ServiceNow Otto for FSO interaction AI agent and summarization skill in the Agentic Contact Center for Banking application.
* Use ServiceNow Otto for FSO customer insights AI agent and summarization skill in the Agentic Contact Center for Banking application to get insights such as customer summaries and financial overviews, for more consistent servicing and faster support.
{#now-assist-for-financial-services-operations-rn__ul_c5g_hys_b3c}  
[Zurich Patch 5](https://servicenow-prod.fluidtopics.net/EUKjGiGPGAI0Y2J3e0OXkQ "The Zurich Patch 5 release contains important problem fixes.")

* Review changes to Now Assist usage measurement.
{#now-assist-for-financial-services-operations-rn__ul_th5_hpb_xhc}  
[Zurich Patch 4](https://servicenow-prod.fluidtopics.net/i4YMnCLVW7eu1rHqMLWEww "The Zurich Patch 4 release contains important problem fixes.")

* Leverage AI agents in ServiceNow Otto for FSO to automate the ACH dispute resolution process.
* Use an updated Disputes intake via Virtual Agent conversation flow that supports the revised dispute questionnaire, bypassing questions when inferring answers, and initiating ACH disputes. This flow is for both cards and non-cards (ACH).
* ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service.
* Additional role configuration required for agentic workflows and AI agents included with your applications.
{#now-assist-for-financial-services-operations-rn__ul_e5b_k4n_s2c}  
Early Availability

* Implement security in Now Assist AI agents and ServiceNow Otto for FSO skills with access control lists (ACLs).
{#now-assist-for-financial-services-operations-rn__ul_ds4_xyj_xgc}

See [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) for more information.{#now-assist-for-financial-services-operations-rn__now-assist-for-financial-services-operations-rn-highlights-5}

## Activation and other requirements

Important:  
ServiceNow Otto for FSO is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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).{#now-assist-for-financial-services-operations-rn__now-assist-for-financial-services-operations-rn-activation-1}

## August 2026 {#ariaid-title2}

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, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.

### What's changed {#now-assist-for-financial-services-operations-rn-2026-08__now-assist-for-financial-services-operations-rn-changed-features}

[Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
{#now-assist-for-financial-services-operations-rn-2026-08__now-assist-for-financial-services-operations-rn-changed-features-1}

## April 2026 {#ariaid-title3}

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, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.

### What's new {#now-assist-for-financial-services-operations-rn-2026-04__now-assist-for-financial-services-operations-rn-new-features}

[Agentic Contact Center for Banking AI Agents and skills in FSO](https://www.servicenow.com/docs/access?context=usecase-now-assist&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US)
:
    Streamline your front-office banking operations by using the Agentic Contact Center for Banking application that provides AI-led experience for CSRs (Customer Services Representatives) through the below agents and skills:

    * Customer 360 Experience
      * Customer insights AI agent - It generates insights and recommendations that help you identify relevant details and take the next best action efficiently.
      * Customer summarization skill - It summarizes customer data from multiple FSO applications, then provides customer summaries, product ownership context, financial overviews, and recent activity information.
      {#now-assist-for-financial-services-operations-rn-2026-04__ul_a53_glz_b3c}
    * CSR Interaction
      * Customer support AI agent - It provides real-time contextual insights and recommended steps that help reduce manual effort and decrease handle time during customer calls.
      * Call summarization skill - It summarizes active customer calls and other customer information, then displays relevant insights dynamically, eliminating the need to navigate multiple windows during customer calls.
      {#now-assist-for-financial-services-operations-rn-2026-04__ul_aqv_34z_b3c}
    {#now-assist-for-financial-services-operations-rn-2026-04__ul_h3r_t4z_b3c}
{#now-assist-for-financial-services-operations-rn-2026-04__now-assist-for-financial-services-operations-rn-new-features-1}

## January 2026 {#ariaid-title4}

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, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.

### What's changed {#now-assist-for-financial-services-operations-rn-2026-01__now-assist-for-financial-services-operations-rn-changed-features}

[Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US)
:   Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710).
{#now-assist-for-financial-services-operations-rn-2026-01__now-assist-for-financial-services-operations-rn-changed-features-1}

## December 2025 {#ariaid-title5}

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, disputes intake via Virtual Agent, and support for third-party language models. ServiceNow Otto for FSO was enhanced and updated in the Zurich release.

### What's new {#now-assist-for-financial-services-operations-rn-2025-12__now-assist-for-financial-services-operations-rn-new-features}

[Standalone AI agents in FSO](https://www.servicenow.com/docs/access?context=ai-agents-fso&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US)
:
    Automate ACH dispute resolution using AI-powered agents to assist in these tasks:

    1. Evaluate merchant analysis
    2. Evaluate Nacha operating guidelines
    3. Review ACH dispute return recommendation
    4. Dispute communication initiation
    {#now-assist-for-financial-services-operations-rn-2025-12__ol_m43_nmb_lhc}

    These AI agents provide recommended outcomes along with supporting rationale to assist decision-making. However, the final decision remains entirely with the dispute agent.

    Dispute agents can now close tasks faster and with confidence using the Apply Recommendation option. With one click, the recommended outcome and rationale are applied and the task is closed, saving
    time, reducing manual effort, and boosting productivity.

[Now LLM LTS support for ServiceNow Otto for FSO](https://www.servicenow.com/docs/access?context=now-llm-model-updates&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls.
{#now-assist-for-financial-services-operations-rn-2025-12__now-assist-for-financial-services-operations-rn-new-features-1}

[ACL security implementation](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US#section_q24_mlb_jgc)
:   Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in ServiceNow Otto for FSO. Predefined ACLs are provided for case summarization, Disputes intake via Virtual Agent, and the Help resolve friendly fraud AI agent and agentic workflow.

### What's changed {#now-assist-for-financial-services-operations-rn-2025-12__now-assist-for-financial-services-operations-rn-changed-features}

[Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US#section_ir3_pn5_lbc)
:   Disputes intake via Virtual Agent has the following updates:

    * Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook.
    * Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined.
    * Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD).
    * Checks if the disputed transaction is already part of an existing case.
    {#now-assist-for-financial-services-operations-rn-2025-12__ul_n1b_31k_xgc}

[Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
{#now-assist-for-financial-services-operations-rn-2025-12__now-assist-for-financial-services-operations-rn-changed-features-1}