Configure insurance customer profile summarization in ServiceNow Otto for FSO

Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.

Before you begin

Verify the ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_now_assist) and the Agentic Contact Center for Insurance plugin (com.sn_ins_csr) are installed.

• For information about the installation process, see Install plugins for ServiceNow Otto.
• For general information about configuring AI skills in FSO, see Configure Financial Services Operations AI skills.

Note:

This skill is dependent on the Agentic Contact Center for Insurance application. Activate the Insurance interaction context summary skill after completing this task. For more information, see Configure insurance customer interaction context summary skill in ServiceNow Otto for FSO.

Role required: admin

About this task

The Insurance Customer Profile Summarization skill uses generative AI to deliver concise and comprehensive customer information in the Customer 360 page, eliminating searching across multiple data sources. It combines customer identity and an overview of owned and associated policies to provide a unified and actionable overview. The skill generates the Profile and Status sections in the Customer summary area of the Customer 360 page.

When the skill is not activated, the Customer summary section is not displayed.

Procedure

1. Navigate to Admin > AI Admin Hub > AI Skills.
2. Select the Customer > FSO workflow group.
3. In the Insurance Customer Profile Summarization feature card, select Activate skill.
4. In the Define access step, define the user access for the skill using Access Control Lists (ACLs).
   The roles sn_ins_csr.claims_agent and sn_ins_csr.servicing_agent are defined by default.
5. Select Save and continue.
6. In the Select display step, enable these options:
   • In-product desktop
   • ServiceNow Otto context menu

   For each option, select the arrow icon (>) to define the roles that can use the skill.

7. Select Save and continue.
8. In the Review and activate step, review your choices and select Activate to complete the configuration.

Result

The skill is activated. The Customer summary section is displayed on the Customer 360 page for customers accessed by agents with the sn_ins_csr.claims_agent or sn_ins_csr.servicing_agent role.

What to do next

You can choose which service provider to use for this skill in ServiceNow Otto Admin. For more information, see Manage AI models.