Summarize a banking customer profile in the Customer 360 page

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.

    Before you begin

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    Note:
    These roles are the default list of roles that are defined for this task. Administrators can modify the list of roles in the Now Assist Admin console.

    About this task

    The Customer profile summarization skill provides a concise, comprehensive summary of a customer's status in the Customer 360 workspace as part of Agentic Contact Center for Banking.

    Customer profile summary panel showing profile and status information.

    Procedure

    1. Navigate to Workspaces > Financial Services Workspace.
    2. Open a customer record.
      The Customer summary component will generate a concise, comprehensive summary of the customer.
    3. Optional: After the summary is generated, you can perform additional actions.
      OptionProcedure
      Refresh the customer summary Select the refresh icon (Refresh icon.) to generate another customer summary.
      Provide feedback for the summary If you think that the summary was helpful, select the helpful icon (Helpful icon.). If you think that the summary wasn’t helpful, select the not helpful icon (Not helpful icon.).

      This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
      View the information about the case summary If you want to review details about the summary, select the more info icon (More info icon.).
      Expand or collapse the summary Select the expand card icon (Expand card icon.) or the collapse card icon (Collapse card icon.) to see more details or fewer summary details.

    What to do next

    Use an AI agent to engage in Q&A, anticipate customer needs, and surface insights. For more information, see Generate customer insights in the Customer 360 page.