Objective
Turn every customer interaction into opportunity to build loyalty, improve efficiency, and drive growth with AI powered service experiences that connect front, middle and back office on single platform.
This guide introduces the Agentic Contact Center for Banking, a set of AI capabilities that live inside the customer service representative (CSR) workspace in Financial Services Operations. It explains what the capability does, the four components that make it up, how it fits together during a live call, and how banking service teams put it to work. It is written for implementers, solution consultants, partners, and banking customer service leaders.
Key Capabilities
The Agentic Contact Center for Banking brings AI into the agent workspace so representatives spend less time searching across systems and more time helping the customer. The capability keeps the CSR in control while doing the background work of gathering context, drafting responses, and answering questions on demand.
- Single workspace for calls and data: Contact center controls are embedded directly in ServiceNow, so agents handle calls and reach customer information without toggling between applications.
- Automatic context at call start: Call intent, customer profile, and relevant products are surfaced when the interaction begins, so the agent starts every call informed.
- Real time customer view: A consolidated snapshot of accounts, products, transactions, and past interactions is available from the interaction page using current core banking data.
- Natural language answers about the customer: Agents ask plain questions and receive specific, account level answers without opening another system.
- Live call guidance: Suggested responses and answers to common questions appear during the interaction, drawn from customer context and the live transcript.
Core Components
The capability delivers four connected components. The first two focus on giving agents the right information in one place. The other two add on demand AI assistance during the conversation.
Banking CSR Interaction Page
The interaction page embeds contact center controls inside ServiceNow so agents manage a call and its context from one screen. It surfaces call intent, customer profile, and relevant products at the start of the interaction, and pulls in recent activities and open cases as the call proceeds. Consolidating this in one place reduces handle time and keeps context from being lost between systems.
Banking Customer 360 Page
The Customer 360 page gives CSRs a complete snapshot of customer details, products, transactions, and interactions, opened directly from the interaction page. It draws on up to date core banking data, including active products and recent transactions, so agents give accurate, personalized support and resolve inquiries with all the relevant information in a single view.
Customer 360 AI Agent
The Customer 360 AI Agent lets CSRs ask natural language questions about a customer and get immediate answers in context. It handles routine inquiries such as an outstanding loan balance with an account level breakdown, and it also handles complex, multi part questions like mortgage options, qualification criteria, and current rates that previously meant manual research across systems or a handoff to a specialist.
CSR Support AI Agent
The CSR Support AI Agent works as a human in the loop assistant that supports the agent using customer context and the live interaction transcript. It offers real time guidance, suggested responses, and answers to common customer questions during the call, while the CSR stays fully in control of what to say and do. Surfacing insight on demand reduces guesswork and helps prevent avoidable escalations.
Implementation
Setup follows the standard FSO application pattern of install, configure, and index. Full steps are in the Agentic Contact Center for Banking product documentation.
Prerequisites
- FSO Banking applications and the banking data model in place with financial accounts, products, and institutions imported
- A supported contact center integration for embedded call controls
- Financial Services Operations Workspace available for agents
- Agents assigned the roles needed to view customer accounts, transactions, and cases
- Now Assist for Customer Service Management (CSM) available for the AI wrap-up and summarization skills
Configure
Complete the following steps in order to install, integrate, and enable the AI components.
Configuration overview
- Install Agentic Contact Center for Banking. Install the application.
- Implement the Interaction Controls Component (ICC) for contact center voice call and callback integr.... Integrate your CCaaS provider with Agentic Contact Center for Banking. For more information, see Integrating with contact centers.
- Configure Interaction wrap-up codes and AI skills. Set up wrap-up codes and activate the Wrap Up Completion skill to enable AI-generated call summaries for your agents.
- Configure AI indexing for Agentic Contact Center for Banking. Configure AI indexing for the sources that the AI skills and agents use to retrieve data and perform analysis.
- Configure the banking customer profile summarization AI skill. Review and configure the AI skill settings for customer profile summarization in the Customer 360 page.
- Configure the banking customer interaction context summary AI skill. Review and configure the AI skill settings for the customer interaction context summary in the Interaction page.
- Activate AI agents. Enable agentic AI support in the Customer 360 and Interaction pages.
- Configure Knowledge Graph tags. Review and configure the knowledge graph tags for each customer type to define the data sources for your AI agents.
- Create a knowledge article. If required, create knowledge base articles that define any business rules or knowledge you want the AI agents to use as source information.
Key Best Practices
- Keep core banking data current, since the Customer 360 page and both AI agents are only as accurate as the products and transactions they read.
- Validate roles and access before rollout so agents see the customer accounts, transactions, and cases they are entitled to and nothing they are not.
- Start with the interaction page and Customer 360 page, then introduce the AI agents once agents are comfortable with the unified workspace.
- Coach agents that the CSR Support AI Agent suggests and the agent decides, so guidance is reviewed rather than read out verbatim.
- Review AI indexing on a regular cadence as your product catalog and knowledge sources change, to keep answers relevant.
How It Works
During a live banking call, the components work together in the agent workspace:
- The agent receives the call on the interaction page inside ServiceNow, with embedded contact center controls.
- The workspace surfaces call intent, customer profile, and relevant products, then adds recent activities and open cases in real time.
- The agent opens Customer 360 from the interaction page for a full snapshot of accounts, products, and transactions.
- The agent asks the Customer 360 AI Agent natural language questions and gets account level or insights without leaving the workspace.
- The CSR Support AI Agent reads the live transcript and customer context to offer suggested responses and guidance the agent can accept or adjust.
- The agent resolves the inquiry while staying in control of the conversation and the outcome.
Measured Success and Outcomes
| Outcome | How It Supports Agents | Key Metric |
|---|---|---|
| Reduced handle time | Everything the agent needs is consolidated in one workspace | Average handle time (AHT) |
| Fewer system switches | Embedded call controls and Customer 360 remove application toggling | Applications opened per interaction |
| Faster access to context | Intent, profile, and products surface at call start | Time to first meaningful response |
| More accurate responses | Answers draw on current core banking data and the live transcript | First contact resolution rate |
| Fewer escalations | On demand guidance reduces guesswork during the call | Escalation and transfer rate |
| Faster onboarding | New agents rely on surfaced context rather than memorized detail | Time to proficiency for new agents |
Frequently Asked Questions
Where do agents work with these capabilities?
Agents work from the interaction page inside ServiceNow, which embeds contact center call controls alongside customer data so they handle the call and its context in one place.
What is the difference between the Customer 360 page and the Customer 360 AI Agent?
The Customer 360 page is a consolidated visual snapshot of the customer. The Customer 360 AI Agent answers natural language questions about that customer, including complex customer questions that once required manual research and analysis.
Does the AI take actions on its own?
No. The CSR Support AI Agent is a human in the loop assistant. It surfaces guidance and suggested responses, and the agent decides what to use.
What data do the AI agents rely on?
They rely on current core banking data such as active products and recent transactions, customer context, and the live interaction transcript. Keeping that data and the AI index current is what keeps answers accurate.
What do I need in place before enabling it?
You need the FSO Banking applications and banking data model, a supported contact center integration, Financial Services Operations Workspace, the correct agent roles, and AI indexing enabled.
Which release is this available in?
It is available in the FSO Australia release.
What's Next
Continue building your banking foundation and workspace knowledge:
- Financial Services Operations for Banking application overview
- Getting started with Banking Service Management
- Prepare your banking data model
- Agentic Contact Center for Banking product documentation
Have you started planning your contact center rollout? Share your questions and lessons learned with the FSO Community.
