Introducing the FSO Agentic Contact Center for Insurance
The Agentic Contact Center for Insurance brings AI directly into the agent's workspace â reducing handle time, surfacing the right context at the right moment, and keeping CSRs in control of every interaction.
This isn't AI for AI's sake. These capabilities are designed to make insurance contact center operations faster, smarter, and less dependent on system switching.
Want to dive deeper? Explore the full product documentation here
Executive Summary
The FSO Agentic Contact Center for Insurance delivers four connected capabilities that reduce agent's effort and improve customer outcomes:
- Give CSRs a real-time, unified view of the customer with AI-generated summaries and product insights
- Surface contextual guidance, suggested responses, and relevant knowledge â automatically, during live calls
- Embed CCaaS 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
Insurance CSR Interaction Page AI-Powered Context, Directly in the Workspace
Eliminates system switching by embedding CCaaS controls directly in ServiceNow. CSRs manage calls and access customer data in a single workspace without toggling between systems or losing any context.
- Automatically surfaces call intent, customer profiles, and relevant products so agents start every interaction informed
- Improves response accuracy by pulling in recent activities and current cases in real time
- Reduces handle time by consolidating everything agents need into one place
Insurance Customer 360 Page A Unified, Real-Time View of Every Customer
Enables CSRs to access a complete snapshot of customer details, policies, transactions, and interactions â all from the interaction page, without additional navigation.
- Delivers more accurate, personalized support using up-to-date core insurance data, including active policies, claims, and recent transactions.
- Allows CSRs to open Customer 360 directly from the interaction page, reducing navigation time
- Helps agents resolve inquiries faster and more confidently with all relevant information consolidated in one view
Insurance Customer 360 AI Agent
Enables CSRs to ask natural language questions about a customer and get immediate, specific answers â without opening another system.
- Handles moderate inquiries like outstanding premium balances with instant, account, or policy level breakdowns
- Handles complex, multi-part advisory inquiries such as payment options, coverage changes, and mid-term endorsement requests that previously required a specialist or manual research across multiple systems
- Available on demand, in context, directly in the workspace
CSR Support AI Agent Real-Time Guidance for Every Call
Acts as a human-in-the-loop AI that augments agent expertise using customer context and live interaction transcripts, while keeping the CSR fully in control.
- Delivers real-time guidance, suggested responses, and answers to common customer questions during live interactions
- Eliminates searching and guesswork by surfacing relevant insights on demand
- Helps CSRs stay confident, accurate, and focused, thus reducing escalations and improving the customer experience
Summary
The FSO Agentic Contact Center for Insurance turns the agent workspace into an AI-powered command center, reducing friction, surfacing context automatically, and enabling CSRs to deliver faster, more confident service without switching systems.
