Generate customer insights in the Customer 360 page

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

    • Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.

    Before you begin

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    About this task

    When requested, the Banking CSR customer insights AI agent consolidates customer data and presents persona-based insights. These insights help CSR agents prepare for callbacks, perform proactive outreach, or identify high-value customers that need attention.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Open a customer record.
      The customer record displays in the Customer 360 page.
    3. Select Ask Otto.
      The ServiceNow Otto panel displays. The Banking CSR customer insights AI agent begins analysis and displays customer insights, highlighting priority items and suggested follow-up steps. Pills are displayed for certain insights.
    4. Select a pill to perform that action, or engage in conversation with the agent to have it assist with answering questions and reviewing the customer's profile.

    Result

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