Configure banking customer interaction context summary skill in ServiceNow Otto for FSO

Configure the customer interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.

Before you begin

Verify the ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_gen_ai) is 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 customer profile summarization AI skill. For more information, see Configure banking customer profile summarization in ServiceNow Otto for FSO.

Role required: admin

Procedure

1. Navigate to Admin > AI Admin Hub > AI Skills.
2. Select the Customer > FSO workflow group.
3. In the Customer interaction context summary 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_fso_csr.personal_agent and sn_fso_csr.business_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.

What to do next

Configure AI indexing for the sources that this AI skill uses to retrieve data and generate summaries. For more information, see Configure AI indexing for Agentic Contact Center for Banking.

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