Request AI agent support in the Interaction page

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

    • Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.

    Before you begin

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    About this task

    When an interaction with a customer begins, the Banking CSR support AI agent will begin identifying customer intent from the call context and transcript. It will present insights from its findings, then provide next-step guidance with recommendations and suggested responses.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Initiate an interaction when a customer contacts you.
    3. In the Interaction page, select Ask Now Assist.
      Note:
      By default, Ask Now Assist is available when:
      • The interaction Type is Phone.
      • The Consumer or Account field is not empty.
      • The interaction State is Work in Progress.
      • The Assigned to value is not set to virtual agent.
      The Now Assist panel displays. The Banking CSR support AI agent starts processing information in data sources and the interaction. It displays information related to the customer's request and presents a list of follow-up options.

      The chat will be specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Now Assist.

    4. Select a follow-up option by selecting a pill or list option, or by directly responding to the AI agent in the chat.

    Result

    The AI agent answers your questions using information from its configured knowledge sources.