Using generative AI in Now Assist for Financial Services Operations (FSO)

Use generative AI skills to summarize cases and customer profiles for banking and insurance customers with Now Assist for FSO. Customers can also use Disputes intake via Virtual Agent to submit card disputes.

Overview of AI skills in Now Assist for FSO

Now Assist for FSO includes the following skills:

Case summarization

Provides an agent with a summary of an insurance claim case or card dispute case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. They can refresh the summary so that it includes the latest updates to the case, and post the summary to the case work notes.

The generated case summary displays in the following areas:

• Insurance: Next to the claim details panel in the claim summary page, claim workspace, and claim details page
• Banking: Between the activities and case information panel

The summary includes the information that the agent enters in the case record fields that are listed in the following table.

Table 1. Case skill description and record fields

Industry	Skill description	Record fields
Insurance	Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level.	Incident description Incident location Incident date Nature of loss Stage Assigned to Insurance policy Total claim amount
Banking	Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories.	Short description Created Assigned to Stage Dispute amount Card network Category Reason code Consumer Account Service Product

Customer Profile Summarization

Provides a customer service representative (CSR) with a concise, comprehensive summary of particular customer. It combines customer data, owned products, and recent history to produce an overview for the CSR to better understand a customer's standing with the bank.

The summary includes the following information:

• Owned active products
• Recent transactions
• Interaction history
• Cases

The generated customer summary displays in the Customer 360 page as part of Agentic Contact Center for Banking.

This skill is also used in the Interaction page as a dependency for the customer interaction context summary skill. It assists in generating the summarized context for an interaction.

Customer Interaction Context Summary

Provides a CSR with a call-contextual customer summary on the Interaction page. This is generated when a call is assigned to a CSR. The summary focuses on the context of the incoming call, providing the CSR with a snapshot of the customer's situation and sentiment when the call begins.

The summary includes the following information:

• Customer profile, with an overview of the customer and a suggestion on the nature of the call
• Related cases
• Products and services that the customer has

The generated context summary displays in the Interaction page as part of Agentic Contact Center for Banking.

Insurance Customer Profile Summarization

Provides a customer service representative (CSR) with a concise, comprehensive summary of an insurance customer's identity and policy portfolio, eliminating the need to search across multiple data sources. It combines customer identity information and an overview of owned and associated policies to produce a unified and actionable overview for the CSR.

The summary includes the following information:

• Customer tenure with the organization
• Active insurance policy types
• Current policy state, including upcoming renewals and active endorsements

The generated customer summary displays in the Customer summary section of the Customer 360 page as part of Agentic Contact Center for Insurance.

This skill is also used as a dependency for the Insurance interaction context summary skill. It must be activated before the Insurance interaction context summary skill can be configured.

Insurance Interaction Context Summary

Provides a CSR with real-time interaction summaries and relevant customer context on the Interaction page. This is generated when a call is assigned to a CSR. The summary focuses on the context of the incoming call, providing the CSR with a snapshot of the customer's insurance situation when the call begins.

The summary includes the following information:

• Customer tenure, providing an indication of how long the customer has been with the organization
• The customer's likely reason for calling, derived from the live call transcript
• Most recent related contact, including date and subject
• Last three related cases, including case number, status, date raised, and reason
• The insurance product the customer is currently inquiring about, including product name and premium due date

The generated context summary displays in the Relevant details for this call card in the Interaction page as part of Agentic Contact Center for Insurance. The card is not displayed until the customer's identity has been verified, and is not shown when no call context is available and no short description has been provided on the interaction record.

Disputes intake via Virtual Agent

Disputes intake via Virtual Agent enhances the customer experience by performing dispute intake with a chat bot. This can streamline the card dispute submission process for customers, and reduce workloads for live agents.

The following figure shows the interaction between the Virtual Agent topic, the form data collector application, and Now LLM.

• The Disputes intake via Virtual Agent topic contains the logic of creating a dispute case and filling out the dispute questionnaire based on the conversation. If the answer cannot be determined from the chat responses, it will present a question in a clear and easy-to-understand way to the user. For more information, see Customize the Virtual Agent topic in Disputes intake via Virtual Agent.
• The form data collector takes the table name and view name as an input, and goes through each question on the form. While iterating over the questions, it asks Now LLM if the question is answered based on the chat history. If it is answered, it moves on to the next question. For more information, see Form Data Collector.
• Now LLM helps to infer answers from customer responses to proactively fill out fields in the record, and rephrases questions from the dispute questionnaire.

Note:

Certain questions will not infer answers from Now LLM to ensure that the correct dispute category and reason code are determined from the conversation. See Bypassed questions from LLM processing for more information.

By default, all skills exist in the global domain. When you use Now Assist in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, Now Assist only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

• Summarize a dispute or claims case with case summarization
  Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the Now Assist for Financial Services Operations (FSO) application.
• Summarize a banking customer profile in the Customer 360 page
  Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.
• Summarize banking customer interaction context in the Interaction page
  The Customer Interaction Context Summary skill is used in the Interaction page. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history.
• Summarize an insurance customer profile in Agentic Contact Center for Insurance
  Generate an AI-powered summary of an insurance customer's profile and policy status in the Agentic Contact Center for Insurance Customer 360 page so that you can quickly understand the customer's insurance relationship before or during a service interaction.
• Summarize an insurance customer interaction in Agentic Contact Center for Insurance
  Use the Insurance interaction context summary skill in the Interaction page of Agentic Contact Center for Insurance to generate an AI-powered summary of a customer's insurance context, recent cases, and the reason for their call so that you can provide faster, more informed service during a live interaction.
• Request generative AI capabilities in Financial Services Operations with Now Assist panel
  Request the contextual generative AI capabilities, such as a case summary, in the Financial Services Operations (FSO) application by using the conversational interface in the Now Assist panel.
• Submit a dispute case with Disputes intake via Virtual Agent
  Create a new dispute case using the Disputes intake via Virtual Agent skill in the Now Assist for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.