Combined ServiceNow Otto for Financial Services Operations \(FSO\) release notes for upgrades from Australia to Brazil

---
title: Combined ServiceNow Otto for Financial Services Operations \(FSO\) release notes for upgrades from Australia to Brazil
description: Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations \(FSO\) from Australia to Brazil.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-australia-brazil/brazil-australia-servicenowottoforfinancialservicesoperationsfso-release-notes.html
release: brazil
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 6
breadcrumb: [Products combined by family]
---

# Combined ServiceNow Otto for Financial Services Operations \(FSO\) release notes for upgrades from Australia to Brazil

Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations \(FSO\) from Australia to Brazil.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Financial Services Operations \(FSO\) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil.

**Tip:** If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

## Important information for upgrading ServiceNow Otto for Financial Services Operations \(FSO\) to Brazil

Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Brazil, new features were introduced for ServiceNow Otto for Financial Services Operations \(FSO\).

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

-   **[Insurance CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US)**

Provides insurance CSRs with AI-driven live assistance during voice calls in Agentic Contact Center for Insurance. The agent monitors the call transcript and, when prompted, identifies the customer's intent and surfaces relevant insurance data and knowledge base content. The agent responds to typed queries, or the CSR can request to have the agent read the latest transcript to infer the customer's most recent question.

-   **[Insurance interaction context summary skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US)**

Generates a call-contextual summary in the Interaction page in Agentic Contact Center for Insurance. When a call is assigned to a CSR, the skill surfaces the customer's likely reason for calling, related cases, and relevant insurance products in the **Relevant details for this call** card.

-   **[Insurance CSR customer insights AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-insurance-agents-overview&family=australia&ft:locale=en-US)**

Enables insurance CSRs to ask natural-language questions about a customer's insurance relationship directly from the Customer 360 page. The agent retrieves data from insurance policy, claims, and servicing sources, and returns contextual responses to the CSR.

-   **[Insurance Customer Profile Summarization skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-insurance&family=australia&ft:locale=en-US)**

Provides AI-generated summaries of an insurance customer's profile, status, and policy portfolio directly in the Customer 360 page in Agentic Contact Center for Insurance.


 -   **[Banking CSR support AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US)**

Provides CSRs with AI-driven live assistance during voice calls. This AI agent monitors the transcript of the call. When prompted, the agent identifies customer intent, surfaces knowledge-based recommendations, and suggests next-best actions.

-   **[Banking customer interaction context summary skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US)**

Generates a call-contextual customer summary in the Interaction workspace in the Agentic Contact Center for Banking. This summary is scoped to the intent of the inbound call, providing the agent with a snapshot of the customer's situation when the call begins.

-   **[Banking CSR customer insights AI agent](https://www.servicenow.com/docs/access?context=agentic-contact-center-for-banking-agents-overview&family=australia&ft:locale=en-US)**

Enables CSRs to ask natural-language questions about a customer directly from the Customer 360 workspace. The agent aggregates data from predefined sources, then uses the information to generate accurate, contextually relevant answers.

-   **[Banking customer profile summarization skill](https://www.servicenow.com/docs/access?context=ai-skills-agentic-contact-center-banking&family=australia&ft:locale=en-US)**

Provides AI-generated summaries directly on the Customer 360 workspace in the Agentic Contact Center for Banking, reducing navigation across multiple systems.

-   **[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US)**

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

    -   Foundation: AI basics to deliver insights
    -   Advanced: AI to boost productivity across relevant use cases
    -   Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.


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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Changes

Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Financial Services Operations \(FSO\) features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

-   **[Now Assist &gt; ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&ft:locale=en-US)**

ServiceNow Otto 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.


 -   **[Updated default model provider for ServiceNow Otto for FSO skills](https://www.servicenow.com/docs/access?context=configure-fso-now-assist-skills&family=australia&ft:locale=en-US)**

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.


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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Removed

Between your current release family and Brazil, some ServiceNow Otto for Financial Services Operations \(FSO\) features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Brazil, some ServiceNow Otto for Financial Services Operations \(FSO\) features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate ServiceNow Otto for Financial Services Operations \(FSO\).

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

-   **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) 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/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


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

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Financial Services Operations \(FSO\) we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Financial Services Operations \(FSO\) we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for ServiceNow Otto for Financial Services Operations \(FSO\), such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for ServiceNow Otto for Financial Services Operations \(FSO\) we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for ServiceNow Otto for Financial Services Operations \(FSO\) we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

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

Australia

</td><td>

Australia Patch 5

-   Starting with Australia Patch 5, 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.

 Australia Patch 3

-   Extend AI-powered CSR capabilities to insurance with two new skills and two new AI agents. Surface customer insurance profiles, policy details, and interaction context for personal and commercial lines customers in Agentic Contact Center for Insurance.

 Australia Patch 1

-   Accelerate customer service for banking with a CSR support AI agent, which provides intent detection, call insights, and AI-generated suggestions displayed to CSRs during active calls.
-   Reduce handle time with automatic call summarization: when a call is transferred to a human agent, a contextual summary of the customer's issue is made available.
-   Research and prepare for customer outreach with a customer profile summary skill and a customer insights AI agent. The AI agent answers natural-language queries about a customer by dynamically drawing on data from defined data sources.

 See [AI in FSO](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&family=australia&ft:locale=en-US) for more information.

 **Important:** For Now LLM Service model updates for each release, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=australia&ft:locale=en-US).

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/delta-australia-brazil/rn-combined-intro.md)