Agentic Contact Center for Banking release notes
The ServiceNow® Agentic Contact Center for Banking application provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations and reduces the challenges CSRs face when navigating multiple systems. Agentic Contact Center for Banking is a new application in the Australia release.
Agentic Contact Center for Banking highlights for the Australia release
- Enhance your live customer interactions through an automated customer identity verification process, initial call summarization, and contextual summary of customer details and interaction history.
- Address customer inquiries during active calls using recommendations and knowledge retrieval provided by your customer support AI agent.
- Gain a comprehensive view of customer data—from account details to recent transactions—without toggling between different applications.
- Obtain insights such as customer summaries, product ownership context, financial overviews, and recent activity through your customer insights AI agent.
See Agentic Contact Center for Banking for more information.
Agentic Contact Center for Banking features
- Customer 360 Experience
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Access a unified, real-time view of customer information across accounts, cases, and interaction history for both individual and commercial customers. The AI-powered Customer 360 Experience brings together data from multiple Financial Services Operations applications into a single interface. This enables you to quickly understand a customer’s profile, recent activities, and financial position, helping you make informed decisions. The AI-generated summaries, insights, and recommendations in the Customer 360 Experience help you identify key details and determine the most effective next steps.
- CSR Interaction Workspace
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Handle your live customer conversations more efficiently with the AI-powered CSR Interaction page. During each interaction, the application automatically verifies customer identity and displays real-time customer details, account information, and interaction history for individual and commercial customers. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps, reducing manual effort and decreasing handle time.
Activation information
Install Agentic Contact Center for Banking by requesting it from ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugins are new in Australia:
Agentic Contact Center for Banking (): Provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations.