Summarize an insurance customer interaction in Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 13, 2026
  • 1 minute to read

    • Use the Insurance interaction context summary skill to generate an AI-powered summary of a customer's insurance context, recent cases, and call reason during live interactions.

    Before you begin

    Role required: sn_ins_csr.personal_agent, sn_ins_csr.business_agent

    About this task

    The Insurance interaction context summary skill is used as part of Agentic Contact Center for Insurance to provide insurance customer service representatives (CSRs) with real-time interaction summaries and relevant customer context.

    The summary is displayed in the Relevant details for this call card in the Interaction page. The card is generated automatically when an interaction begins and is updated as the conversation progresses. When the Insurance interaction context summary skill is not activated, this card is not displayed. For information about activating the skill, see Configure insurance customer interaction context summary skill in ServiceNow Otto for FSO.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Accept an inbound call or create an interaction record to open the Interaction page.
    3. After verifying the customer's identity, review the Relevant details for this call card.

      The card displays the following sections:

      • Customer: How long the customer has been with the organization.
      • Contacting about: The customer's likely reason for calling, derived from the live call transcript. When no transcript is available, this section is populated from the interaction short description.
      • Related contact: The most recent previous contact with the customer regarding the same product, including the date and subject of that contact.
      • Related cases: The last three cases related to the product the customer is currently inquiring about, including the case number, status, date raised, and reason.
      • Related products: The insurance product the customer is currently inquiring about, including the product name and premium due date.
      Note:
      The Relevant details for this call card is not displayed until the customer's identity has been verified. The card is also not displayed when no call context is available and no short description has been provided on the interaction record.

    What to do next

    To get additional AI-powered assistance during the call, select Ask Otto in the Interaction page. For more information, see Request AI agent support in the Interaction page for Agentic Contact Center for Insurance.