Case summarization in Financial Services Operations

---
title: Case summarization in Financial Services Operations
description: Case summarization generates AI-powered summaries of insurance claims and card dispute cases, helping agents quickly understand case context and actions taken. Summaries can be refreshed to include the latest updates and posted to case work notes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/case-summarization-fso.html
release: australia
topic_type: concept
last_updated: "2026-09-25"
reading_time_minutes: 1
breadcrumb: [AI capabilities, AI in FSO, Explore, Financial Services Operations \(FSO\)]
---

# Case summarization in Financial Services Operations

Case summarization generates AI-powered summaries of insurance claims and card dispute cases, helping agents quickly understand case context and actions taken. Summaries can be refreshed to include the latest updates and posted to case work notes.

The generated case summary displays in the following areas:

-   Insurance: Next to the claim details panel.
    -   Claims processor: On the Claim Summary tab
    -   Claims adjuster: On the Claim Workspace and Claim Summary tabs
-   Banking: Next to the case information panel.

The summary includes the information that the agent enters in the case record fields that are listed in the following table.

<table id="table_mgm_bw3_mbc"><thead><tr><th>

Industry

</th><th>

Skill description

</th><th>

Record fields

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

Insurance

</td><td>

Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level.

</td><td>

-   Incident description
-   Incident location
-   Incident date
-   Nature of loss
-   Stage
-   Assigned to
-   Insurance policy
-   Total claim amount

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

Banking

</td><td>

Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories.

</td><td>

-   Short description
-   Created
-   Assigned to
-   Stage
-   Dispute amount
-   Card network
-   Category
-   Reason code
-   Consumer
-   Account
-   Service
-   Product

</td></tr></tbody>
</table>**Related topics**  


[Configure case summarization in ServiceNow Otto for Financial Services Operations \(FSO\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-now-assist-for-fso.md)