---
title: AI capabilities in Financial Services Operations
description: AI capabilities available in Financial Services Operations, organized by area and application. Use this reference to identify which AI skills, agentic workflows, and AI agents support banking and insurance operations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/ai-capabilities-in-fso.html
release: australia
topic_type: reference
last_updated: "2026-07-01"
reading_time_minutes: 4
breadcrumb: [AI in FSO, Explore, Financial Services Operations \(FSO\)]
---

# AI capabilities in Financial Services Operations

AI capabilities available in Financial Services Operations, organized by area and application. Use this reference to identify which AI skills, agentic workflows, and AI agents support banking and insurance operations.

<table id="table_hlt_cwt_tjc"><thead><tr><th>

Application

</th><th>

Name

</th><th>

Description

</th><th>

Type

</th></tr></thead><tbody><tr><td>

Case management

</td><td>

Case summarization

</td><td>

Generate a summary from the defined fields on the case record and quickly understand the case context.

</td><td>

AI skill

</td></tr><tr><td>

Dispute Management

</td><td>

Disputes intake via Virtual Agent

</td><td>

Create a dispute case by interacting with a Virtual Agent, which collects and infers details from customer responses.

</td><td>

AI skill

</td></tr><tr><td>

Agentic Contact Center for Banking

</td><td>

Banking customer profile summarization

</td><td>

Generate an overview of a banking customer's status and information in the Customer 360 page.

</td><td>

AI skill

</td></tr><tr><td>

Agentic Contact Center for Banking

</td><td>

Banking customer interaction context summary

</td><td>

Generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history.

</td><td>

AI skill

</td></tr><tr><td>

Dispute Management

</td><td>

Friendly fraud agentic workflow

</td><td>

Helps dispute agents resolve friendly fraud cases by showing key transaction details, suggesting next steps, and drafting clear customer responses, including reasons for any rejection.Includes the Friendly fraud AI agent to carry out these actions.

</td><td>

Agentic workflow

</td></tr><tr><td>

Dispute Management \(ACH\)

</td><td>

Merchant analysis for disputes AI agent

</td><td>

Assesses merchant credibility in the context of the disputed transaction's reason, using web intelligence and internal dispute history, eliminating manual research.

</td><td>

AI agent

</td></tr><tr><td>

Dispute Management \(ACH\)

</td><td>

Nacha operating guidelines check AI agent

</td><td>

Verifies chargeback eligibility of transactions against Nacha operating guidelines without relying on complex system rules.

</td><td>

AI agent

</td></tr><tr><td>

Dispute Management \(ACH\)

</td><td>

ACH dispute return recommendation AI agent

</td><td>

Combines merchant risk analysis and Nacha eligibility checks to provide clear, consistent recommendations, whether to file a return, deny the claim, or request more documentations. Thus helping dispute agents to make faster, more accurate, and conforming decisions.

</td><td>

AI agent

</td></tr><tr><td>

Dispute Management \(ACH\)

</td><td>

Dispute communication AI agent

</td><td>

Automates and streamlines communication with customers and ODFIs \(Originating Depository Financial Institutions\) throughout the ACH dispute life cycle. The agent generates and sends notifications for all dispute outcomes: returns, denials, or documentation requests.

</td><td>

AI agent

</td></tr><tr><td>

Agentic Contact Center for Banking

</td><td>

Banking CSR customer insights AI agent

</td><td>

Displays relevant customer insights in a clear, organized format. This feature helps you quickly explore and access meaningful customer data to identify opportunities and determine appropriate next steps.

</td><td>

AI agent

</td></tr><tr><td>

Agentic Contact Center for Banking

</td><td>

Banking CSR support AI agent

</td><td>

Acts as a copilot for customer support representatives \(CSRs\) during customer interactions to assist with banking inquiries.

</td><td>

AI agent

</td></tr></tbody>
</table>|Application|Name|Description|Type|
|-----------|----|-----------|----|
|Case management|Case summarization|Generate a summary from the defined fields on the case record and quickly understand the case context.|AI skill|
|Agentic Contact Center for Insurance|Insurance customer profile summarization|Generate an overview of an insurance customer's status and information in the Customer 360 page.|AI skill|
|Agentic Contact Center for Insurance|Insurance interaction context summary|Generates a structured summary of customer service interactions, helping insurance service representatives quickly understand customer context and interaction history.|AI skill|
|Agentic Contact Center for Insurance|Insurance CSR customer insights AI agent|Supports CSRs by providing quick access to comprehensive insurance customer data. It covers a wide range of details including policies, claims, and servicing cases. The agent processes natural language queries and returns structured, context-aware responses with follow-up options.|AI agent|
|Agentic Contact Center for Insurance|Insurance CSR support AI agent|Acts as a real-time copilot for insurance CSRs during live calls, supporting both typed queries and transcript-based question inference. Responses are scoped strictly to insurance topics and the customer associated with the active interaction.|AI agent|

There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md).

**Related topics**  


[Case summarization in Financial Services Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/case-summarization-fso.md)

[Disputes intake via Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/disputes-intake-via-virtual-agent-fso.md)

[AI skills in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/ai-skills-agentic-contact-center-banking.md)

[AI skills in Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/ai-skills-agentic-contact-center-insurance.md)

[ACH dispute AI agents overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/ach-agentic-ai-workflow.md)

[Help resolve friendly fraud disputes agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/friendly-fraud-agentic-ai-workflow.md)