Supporting information for Now Assist for Financial Services Operations (FSO)

Get a quick overview of the important information that is related to the Now Assist for Financial Services Operations (FSO) application.

Supported versions

Now Assist for FSO is supported starting with the Xanadu release.

Supported user interfaces

The Now Assist for FSO application includes the skills that are listed in the following table.

Interface	Skill
Financial Services Workspace	- Case summarization - Disputes intake via Virtual Agent
Core UI	Case summarization
Customer 360 page and Interaction page in Agentic Contact Center for Banking	- Customer profile summarization - Customer interaction context summary
Customer 360 and Interaction page in Agentic Contact Center for Insurance	- Insurance customer profile summarization - Insurance interaction context summary
Portal	Disputes intake via Virtual Agent

Application information

Activate the Now Assist for FSO store app (sn_fso_gen_ai) to use the capabilities included in the application.

This store app has the following dependencies:

Financial Services Operations Core (sn_bom)
Now Assist for Platform (sn_genai_platform)
Now Assist for Customer Service Management (CSM) (sn_csm_gen_ai)
Form Data Collector (sn_con_frm_dt_coll)
Financial Services Operations AI Agent Collection (sn_fso_ai_agents)
Query Orchestrator (sn_qry_orchstr)

Activate the applications in the following order:

Financial Services Card Operations (sn_bom_credit_card)
Now Assist for FSO (sn_fso_gen_ai)

Financial Services Operations AI agent collection

The FSO AI agent collection (sn_fso_ai_agents) is a ServiceNow Store application included with Now Assist for FSO. It provides a shared library of AI agents for Financial Services Operations. The agents understand user-defined goals, formulate strategic plans, help human agents resolve cases, and autonomously execute tasks.

For a list of AI agents included in the collection, see the following:

Query Orchestrator

Query Orchestrator (sn_qry_orchstr) is a ServiceNow Store application included with Now Assist for FSO. It provides a shared, reusable orchestration layer for AI agents across Financial Services Operations business domains. The Query Orchestrator breaks down complex questions into smaller, targeted sub-queries; routes each sub-query to the most appropriate data source; and aggregates the results into a single structured response for the AI agent to use.

Query Orchestrator provides the following capabilities:

Query decomposition

Analyzes complex questions and breaks it into sub-queries that can each be answered independently.
Intent classification

Identifies each sub-query intent to determine how it should be handled and which data source is most appropriate.
Source routing

Maps each sub-query to the most appropriate data source based on the classified intent. Examples include Knowledge Base search for article lookups, or Knowledge Graph for entity and relationship data.
Parallel execution

Dispatches sub-queries to their assigned sources concurrently to minimize overall response latency.
Response aggregation

Collects results from all sources and merges them into a single structured payload for the AI agent.
Structured output

Returns results in a consistent, schema-defined format that the AI agent uses to generate a comprehensive answer in the Now Assist panel.
Form Data Collector
Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.

Parent Topic:Now Assist for Financial Services Operations (FSO) reference

Configure Disputes intake via Virtual Agent in Now Assist for Financial Services Operations (FSO)