0
3.0.0
Australia Patch 1, Australia, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu
Generative AI
Now Assist 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 intake 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.
- 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
- Offer an intuitive dialogue-based channel experience for customers to submit dispute details.
- Use questions required by card processing networks.
- Leverage 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
- Parse complex insurance claims by condensing a claim record into a brief, high-level summary.
- Use tailored inputs and prompts that addresses specific lines of business for claims.
- Support for the Now Assist panel.
- Card disputes
- Parse complex card dispute cases by condensing a dispute record into a brief, high-level summary.
- Use a tailored prompt to effectively cover a wide array of dispute cases across several categories.
- Support for the Now Assist panel.
- AI driven capabilities for Customer Service Representative (CSR) personas
- Banking CSR support AI agent assists the CSR agent during live calls with customer queries
- Banking CSR customer insights AI agent assists the CSR agent by providing insights based on the queries raised. It also provides pre-defined clickable insights for quick access
- Customer Interaction Context Summary provides context-aware summaries of customer interactions in real time, capturing key details of the customer
- Customer Profile Summarization provides concise and comprehensive customer information, combining customer data, owned products, and recent activity to provide a unified overview
- New
- Added Friendly Fraud Agent capability for Advanced and Prime tiers
- Added subscription profile support for customer management
- Added Customer Profile Summarization skill to provide overview of customer information including owned financial accounts, recent activities
- Added Customer Interaction Context Summary skill to provide context aware summaries of customer based on call intent
- Enabled AI Search capabilities for Customer Service Representatives to search and retrieve relevant information
- Introduced accessibility support for the Interaction page
- Changed
- Improved prompts across multiple skills to support all AI models (3P and 5P)
- Improved error messages for skill failure scenarios
- Permissions and roles:
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- System administrator (admin) role is needed for the installation.