Fiserv deploys ServiceNow AI to modernise banking operations

By Vriti Gothi

ServiceNow and Fiserv have expanded their partnership to deepen the use of artificial intelligence across financial services operations, as banks and credit unions accelerate efforts to modernise legacy systems and streamline workflows.

Under the expanded agreement, Fiserv will deploy ServiceNow’s platform, including its generative AI solution Now Assist, across its internal IT and customer service functions. The rollout is expected to begin in the first quarter of 2026, with an initial focus on optimising Fiserv’s own operational processes before broader downstream impact for financial institution clients.

The collaboration reflects a wider industry push to embed AI into core banking workflows, particularly as institutions face mounting pressure to improve efficiency, reduce operational risk, and enhance customer responsiveness. Fragmented systems and manual processes have long slowed functions such as merchant onboarding and dispute resolution. By integrating AI-driven automation directly into workflow management, the companies aim to reduce friction across these processes.

Now Assist uses generative AI capabilities to manage and prioritise complex operational tasks. According to the companies, the technology will enable Fiserv teams to detect and address technical issues earlier, helping prevent service disruptions for client banks and credit unions. Over time, the initiative is expected to contribute to faster response times and improved service consistency for end customers.

“Through our expanded relationship with Fiserv, we’re making AI an operational advantage, embedded directly into the workflows that keep financial institutions running,” said Paul Fipps, president of Global Customer Operations at ServiceNow.

Pete Cavicchia, global chief technology officer at Fiserv, said the integration would shift the company’s operating model. “By using ServiceNow Now Assist, we’re embedding intelligence directly into our operational workflows, enabling our teams to identify issues earlier, resolve incidents faster, and operate with greater consistency at scale. This allows us to move from reactive support models to proactive, resilient operations, strengthening the reliability our clients expect from Fiserv every day.”

The move underscores how technology providers serving the banking sector are repositioning AI from an experimental add-on to a core infrastructure layer. As financial institutions increasingly rely on third-party technology partners for digital transformation, the integration of generative AI into operational backbones is likely to play a central role in shaping the next phase of modern banking infrastructure.