Objective
This guide introduces the Agentic Contact Center for Insurance in Financial Services Operations (FSO) and explains how it brings AI into the insurance service representative workspace. It is written for implementers, solution consultants, partners, and customer service teams who want to understand what the offering delivers, how it works, and how to enable it. The offering keeps the customer service representative (CSR) in control of every interaction while surfacing the right policyholder context at the right moment.
Key Capabilities
The Agentic Contact Center for Insurance delivers four connected capabilities that reduce agent effort and improve policyholder outcomes:
- Give CSRs a unified, current view of the policyholder, with AI generated summaries and policy insights
- Surface contextual guidance, suggested responses, and relevant knowledge automatically during live interactions
- Embed contact center controls directly in ServiceNow so agents never leave the workspace
- Reduce handle time and escalations by putting the right information in front of agents before they have to ask for it
Core Components
Insurance CSR Interaction Page
The Interaction Page brings AI powered context directly into the workspace. It embeds Contact Center as a Service (CCaaS) controls inside ServiceNow, so agents manage calls and reach policyholder data on a single screen, with no toggling between systems and no lost context.
- Automatically surfaces call intent, policyholder profiles, and relevant policies so agents start every interaction informed
- Improves response accuracy by pulling in recent activity and open claims or cases in real time
- Reduces handle time by consolidating everything an agent needs into one place
Insurance Customer 360 Page
The Customer 360 Page gives CSRs a unified, current view of every policyholder. Agents open a complete snapshot of policyholder details, active policies, coverage, claims, and past interactions directly from the interaction page, without extra navigation.
- Delivers accurate, personalized support using current core insurance data, including active policies and recent claims
- Lets CSRs open Customer 360 directly from the interaction page, reducing navigation time
- Helps agents resolve inquiries faster and with more confidence, with all relevant information in one view
Customer 360 AI Agent
The Customer 360 AI Agent lets CSRs ask natural language questions about a policyholder and get immediate, specific answers, without opening another system.
- Answers routine inquiries such as premium balances or coverage limits with instant, policy level detail
- Handles complex inquiries such as coverage options and eligibility that previously required a specialist or manual research across several systems
- Available on demand, in context, directly in the workspace
CSR Support AI Agent
The CSR Support AI Agent acts as a human in the loop assistant that augments agent expertise using policyholder context and live interaction transcripts, while keeping the CSR fully in control.
- Delivers real time guidance, suggested responses, and answers to common policyholder questions during live interactions
- Removes searching and guesswork by surfacing relevant insights on demand
- Helps agents stay confident, accurate, and focused, reducing escalations and improving the customer experience
How It Works
- A policyholder reaches the contact center through a supported channel such as voice or chat, and an interaction record opens in the workspace.
- The Interaction Page surfaces call intent, the policyholder profile, and relevant policies, with CCaaS controls embedded on the same screen.
- The CSR opens Customer 360 from the interaction page to see policies, coverage, claims, and recent activity in one snapshot.
- The CSR asks the Customer 360 AI Agent natural language questions to get account specific answers without leaving the workspace.
- The CSR Support AI Agent follows the live transcript and offers guidance, suggested responses, and knowledge as the conversation unfolds.
- The agent stays in control throughout, accepting, adjusting, or overriding any AI suggestion before acting.
Implementation
Prerequisites
Before enabling the Agentic Contact Center for Insurance, confirm the following are in place:
- An active base FSO for Insurance entitlement, since the Agentic Contact Center capabilities build on it
- Now Assist for FSO licensed and available in your instance
- The FSO data model populated with policyholder, policy, coverage, and claim data, which the AI agents rely on for context
- Financial Services Workspace configured for the relevant insurance personas
- A supported Contact Center as a Service (CCaaS) integration for embedded call controls
Configuration overview
Complete the following steps to set up the Agentic Contact Center for Insurance for use in the Financial Services Workspace. Follow the detailed procedures in the Agentic Contact Center for Insurance product documentation, and resolve any plugin dependencies as prompted.
- Install the Agentic Contact Center for Insurance application. Install the application from the ServiceNow Store, validating in a substitute instance before promoting to production.
- Configure AI indexing for Agentic Contact Center for Insurance. Configure AI indexing for the sources that the AI skills and agents use to retrieve data and perform analysis.
- Configure the insurance customer profile summarization AI skill. Review and configure the AI skill settings for customer profile summarization in the Customer 360 page.
- Configure the insurance 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 of the Financial Services Workspace.
- 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
- Populate and maintain the FSO data model so that policy, coverage, and claim context is complete, since AI agent quality depends on the underlying data
- Configure roles carefully and expose the AI agents only to personas who benefit from them
- Validate AI agent behavior in a test or substitute environment before enabling it for the full contact center
- Keep the customer service representative in control, and coach agents to review every AI suggestion rather than accept it without checking
- Review the interaction and Customer 360 layouts so the most relevant policyholder information appears first for your lines of business
- Monitor handle time, escalation rates, and first contact resolution before and after enablement to measure impact
Measured Success and Outcomes
| Outcome | How It Helps Agents | Example Metric |
|---|---|---|
| Reduced handle time | Context and controls sit in one workspace, so agents stop switching systems | Average handle time |
| Higher response accuracy | Current policy and claim data surfaces automatically during the interaction | First contact resolution rate |
| Fewer escalations | Real time guidance and suggested responses help agents resolve more inquiries themselves | Escalation or transfer rate |
| Faster access to answers | The Customer 360 AI Agent returns policy level answers without system switching | Average time to retrieve information |
| Faster agent onboarding | New agents rely on surfaced context and guidance instead of memorizing systems | Time to proficiency for new agents |
Frequently Asked Questions
- Who is the Agentic Contact Center for Insurance for? It is for insurance customer service representatives and the teams that support them.
- Does the AI replace the customer service representative? No. The capabilities augment the agent. Every summary, answer, and suggestion is presented for review, and the CSR decides what to do.
- What data do the AI agents use? They draw on the FSO data model, including policyholder profiles, active policies, coverage, and claims, together with the live interaction context and transcript.
- Do agents need to leave ServiceNow to manage calls? No. Contact Center as a Service (CCaaS) controls are embedded in the workspace, so agents handle calls and reach policyholder data on one screen.
- What is the difference between the Customer 360 AI Agent and the CSR Support AI Agent? The Customer 360 AI Agent answers natural language questions about a specific policyholder on demand. The CSR Support AI Agent works alongside the live conversation, offering guidance and suggested responses as the interaction unfolds.
- Is this the same as the Agentic Contact Center for Banking? The two share the same design and workspace pattern. This version is tailored to insurance data and personas, with policies, coverage, and claims in place of banking products and transactions.
- What do I need before enabling it? An active base FSO for Insurance entitlement, Now Assist for FSO, a populated FSO data model, the Financial Services Workspace, and a supported CCaaS integration.
What's Next
Continue exploring the Agentic Contact Center for Insurance and the wider FSO AI capabilities:
- Explore the Agentic Contact Center for Insurance product documentation for setup and configuration detail
- Review Getting Started with Now Assist for Financial Services Operations (FSO) for AI activation guidance
- See Gen AI Skills, AI Agents & Agentic Workflows for FSO for the full set of FSO AI capabilities
- Getting Started with FSO for Insurance: coming soon, this Community article is not yet published
Have you started planning your Agentic Contact Center for Insurance rollout? Share your questions and experiences in the FSO Community.
