---
title: Use AI skills and agents in Financial Services Operations with ServiceNow Otto panel
description: Access AI-powered capabilities such as case summarization and dispute resolution assistance in Financial Services Operations by using the ServiceNow Otto panel. The panel provides conversational AI skills and agents to support case management workflows.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/request-generative-ai-capabilities-in-fso.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [generative AI for financial services operations now assist panel, generative AI for FSO now assist panel]
breadcrumb: [AI capabilities, AI in FSO, Explore, Financial Services Operations \(FSO\)]
---

# Use AI skills and agents in Financial Services Operations with ServiceNow Otto panel

Access AI-powered capabilities such as case summarization and dispute resolution assistance in Financial Services Operations by using the ServiceNow Otto panel. The panel provides conversational AI skills and agents to support case management workflows.

## Before you begin

Make sure that Next Experience is enabled in the instance. For more information, see [Next Experience UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/next-experience-landing-page.md).

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, 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 AI Admin Hub console.

## About this task

You can use the ServiceNow Otto panel in the Financial Services Workspace for scenarios such as:

-   Case summarization
-   Conversational interaction for dispute resolution
-   Interacting with AI agents during interactions or customer analysis

For more information about the ServiceNow Otto panel, see [ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-panel-overview.md). For information about activating the ServiceNow Otto panel, see [Activate the ServiceNow Otto panel standard chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/activate-now-assist-panel.md).

## Procedure

1.  Navigate to **Workspaces** > **Financial Services Workspace**.

2.  Request AI capabilities in FSO for a case by selecting the ServiceNow Otto icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Now assist icon..

3.  If you have enabled the Case summarization skill, you can use ServiceNow Otto panel to summarize a case using generative AI.

<table id="choicetable_zrx_zlr_mbc"><thead><tr><th align="left" id="d28835e239">

Option

</th><th align="left" id="d28835e242">

Description

</th></tr></thead><tbody><tr><td id="d28835e248">

**Summarize a case**

</td><td>

1.  Open the case.
2.  From the header menu, select the ServiceNow Otto icon \[Omitted image "icon-otto.png"\] Alt text: Otto icon..
3.  In the ServiceNow Otto panel, select **Summarize a record**.


</td></tr></tbody>
</table>4.  If you have AI agents enabled, use ServiceNow Otto panel to converse with agents for assistance with various tasks, such as ACH dispute resolution and generating customer insights.


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[Summarize a dispute or claims case with case summarization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/summarize-case-using-now-assist-fso.md)

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