Customer 360 page for Agentic Contact Center for Banking
Summarize
Summary of Customer 360 page for Agentic Contact Center for Banking
The Customer 360 page offers customer service representatives (CSRs) a unified, AI-enhanced view of a customer's banking profile, financial status, account details, transaction history, and service cases. Accessible from the Interaction page or directly, it supports both retail (B2C) and commercial (B2B) customer profiles, adapting its layout dynamically. This page enables CSRs to efficiently review and manage customer relationships during or outside calls, though no AI elements display when viewing an account’s primary contact details.
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Key Features
- Customer Summary: An AI-generated concise overview including customer tenure, active accounts, recent transactions, and financial standing, highlighting defaults and transaction patterns.
- Financial Overview: Displays three key metric cards:
- Total Deposit: Sum of balances across deposit and investment accounts.
- Total Available Credit: Remaining credit across credit cards, overdrafts, and lines of credit.
- Total Money Owed: Outstanding loan and credit card balances.
- Accounts and Transactions: Lists all active financial accounts with masked numbers, balances, and statuses. Selecting an account shows recent transactions sorted by most recent.
- Cases: Displays all service cases associated with the customer, including those created by agents or submitted via self-service. CSRs can filter and sort cases by multiple criteria and open case records directly.
- Additional Sections: Varies by customer type:
- Customer Details: Account or consumer information including contact details and demographics.
- Interaction History: Recent logged interactions for both account and consumer.
- Contacts: Authorized contacts for commercial accounts.
- Household Members: Linked individuals for retail consumers, shown if the Customer Service Household plugin is enabled.
- Contextual Side Panel: Provides supplementary tools and related records such as activity streams, attachments, templates, recommended actions, and related items to enhance CSR productivity.
- Available Actions:
- Ask Now Assist: Launches the Now Assist panel with the Banking CSR customer insights AI agent to surface customer insights.
- Create Case: Opens a window to create a new service case for the customer.
Practical Benefits
By leveraging the Customer 360 page, ServiceNow customers in banking can empower their CSRs with a comprehensive, real-time view of customer data, enabling faster, more informed service interactions. The dynamic layout supports diverse customer types, facilitating personalized support. Integrated AI summaries and insights help CSRs understand customer financial health and history at a glance. Access to cases and transactional data within the same interface streamlines case management and resolution processes. The contextual side panel and action features further enhance efficiency, allowing CSRs to quickly generate cases or use AI-powered assistance during customer engagements.
The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.
This page gives CSRs a unified view of a customer's relationship. CSRs can open it by selecting the customer's name from the Interaction page contact card, or navigate to it directly when reviewing a customer outside of a call.
Customer summary
The customer summary is an AI-generated summary that provides the CSR with a concise overview of the customer's relationship with the bank. The summary includes information such as:
- How long the customer has been with the bank
- A brief overview of the customer's active accounts
- A summary of recent transactions
- An assessment of the customer's financial standing, including any defaults, delinquencies, and transaction patterns
Financial overview
The following summary metric cards display the customer's financial position:
- Total deposit: The combined balance across the customer's deposit products, including savings accounts, checking accounts, and fixed-term deposits (certificates of deposit). Calculated as the sum of balances across deposit and investment accounts.
- Total available credit: The remaining available balance across billing products, including credit cards, overdraft facilities, and lines of credit. Calculated as the sum of available balances across credit card accounts.
- Total money owed: The total outstanding amount the customer owes the bank, including unpaid loan balances and outstanding credit card balances. Calculated as the sum of balances across line of credit and loan accounts.
When a metric applies but the value is zero, the card displays $0. When no relevant product exists for the customer (for example, no credit card account is on record) the card displays No account available.
Accounts and transactions
The Accounts section displays a list of all active financial accounts held by the customer. When an account is selected, a card displays the product name, masked account number (last four digits visible), balance, and account status.
Recent transactions display for the selected customer account, showing description, posted date and time, amount, and transaction type (debit or credit). Transactions are sorted with the most recent first.
Cases
The Cases section shows all cases associated with the customer, including cases created by other agents or submitted by customers through the self-service portal. The list displays with case number, date and time, service definition, status, and assigned agent. Cases are sorted by date and time by default, with the most recent first.
CSRs can filter cases by case number, financial account, state, and case owner, and can sort cases by case number, date and time, case type, case status, and assigned agent. Selecting a case number opens the case record.
Other page sections
The following table lists other sections in the Customer 360 page. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B).
| Name | Customer type | Description |
|---|---|---|
| Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. |
| Consumer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | |
| Interaction history | Both | Lists recent interactions logged against the account or consumer, displayed with the most recent first. |
| Contacts | Account | Lists all authorized contacts associated with the account, showing each contact's name and email address. A corporate account can have multiple authorized contacts depending on the organization's size. |
| Household members | Consumer | Lists individuals linked to the retail consumer, such as family members or authorized representatives. If no household members have been added, the section displays a message indicating that none are on record. Note: This
displays when the Customer Service Household plugin is installed. |
Contextual side panel
The contextual side panel appears on the right side of the page and provides access to supplementary tools and related record information. The following default CSM components are available in the panel:
- Activity stream
- Attachments
- Templates
- Recommended Actions
- Related items
Actions
The following table shows the available actions in the Customer 360 page.
| Name | Description |
|---|---|
| Ask Now Assist | Opens the Now Assist panel and initiates the Banking CSR customer insights AI agent. This agent uses the customer's profile and financial data to surface insights. See Agentic Contact Center for Banking AI agents overview for more information. |
| Create case | Opens the Create new case window to create a case for the customer. |