ServiceNow Otto for Financial Services Operations (FSO)
Leverage advanced generative AI to accelerate and resolve credit card disputes, insurance claims, and much more with ServiceNow Otto
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About
ServiceNow Otto for Financial Services Operations (FSO) uses advanced generative/agentic AI to tackle complex cases in the financial services industry, including credit card disputes and insurance claims. With features like agentic workflows, AI agents, disputes intake via Virtual Agent, and case summarization, you can quickly and accurately ingest case data, summarize key case details, streamline workflows, and significantly reduce processing times and mistakes. These capabilities help financial institutions minimize manual effort, enhance customer satisfaction, and drive growth.
Key Features
- Agentic AI for Friendly Fraud
- Assists dispute agents in handling friendly fraud transactions using agentic AI.
- Recommends appropriate actions for friendly fraud disputes.
- Enables human agents to evaluate dispute amounts, customer relationships, and the AI agent's analysis.
- Crafts professional responses to customers regarding decision outcomes in case of deflection.
- Disputes intake via Virtual Agent
- Offers an intuitive dialogue-based channel experience for customers to submit dispute details.
- Uses questions required by card processing networks.
- Leverages Now LLM to rephrase these questions in a conversational format and infer answers for unanswered questions from customer responses.
- AI Agents for ACH Disputes Resolution
- Assists dispute agents in handling ACH processing using AI agents.
- Investigates the credibility of the associated merchant in the context of the disputed transaction.
- Determines the eligibility of the disputed transaction as per Nacha operating guidelines.
- Recommends a course of action based on AI agent analysis and similar past disputes.
- Crafts professional responses to customers or ODFIs depending on decision outcomes.
- Insurance case summarization
- Parses complex insurance claims by condensing a claim record into a brief, high-level summary.
- Uses tailored inputs and prompts that address specific lines of business for claims.
- Supports the ServiceNow Otto panel.
- Card disputes case summarization
- Parses complex card dispute cases by condensing a dispute record into a brief, high-level summary.
- Uses a tailored prompt to effectively cover a wide array of dispute cases across several categories.
- Supports the ServiceNow Otto panel.
- AI-driven capabilities for Customer Service Representative (CSR) personas
- Banking CSR support AI agent and Insurance CSR support AI agent assist the human CSR agent during live calls with customer queries.
- Banking CSR customer insights AI agent and Insurance CSR customer insights AI agent assist the human CSR agent by providing insights based on the queries raised. They also provide pre-defined clickable insights for quick access.
- Customer Interaction Context Summary (Banking and Insurance) provides context-aware summaries of customer interactions in real time, capturing key details of the customer.
- Customer Profile Summarization (Banking and Insurance) provides concise and comprehensive customer information, combining customer data, owned products, and recent activity to provide a unified overview.
Version History (20)
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