Agentic Contact Center for Insurance release notes
The ServiceNow® Agentic Contact Center for Insurance application provides a workspace for Customer Service Representatives (CSRs) to run insurance operations efficiently and manage multiple applications simultaneously. Agentic Contact Center for Insurance Australia release.
Agentic Contact Center for Insurance highlights for the Australia release
- Provides CSRs with workspaces that include AI support for customer engagement and profile evaluation.
- Accelerates interaction resolution with AI insights, customer analysis, and action recommendations.
- Enables CSR agents to access consolidated customer information including policy details, recent interactions, and related products information within a unified interface.
See for an overview of features and capabilities.
Agentic Contact Center for Insurance features
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The Customer 360 page delivers a consolidated view of insurance customer data spanning contact details, policies, details of family members covered, premiums, claims, coverages, interaction history, and attachments.
- Interaction page for Agentic Contact Center for Insurance
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The CSR Interaction page provides customer contact details and profiles, live interactions, policies, interaction history, open and closed cases, attachments, and related tasks.The AI agent generates conversation summaries and next-step recommendations to help reduce administrative tasks and resolution times.
- Components installed with Agentic Contact Center for Insurance
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This application provides specialized roles for Servicing & Claims agents that enable CSR capabilities for insurance operations. With these roles, you can access and modify cases within the permitted scope, encompassing cases initiated by colleagues or through the self-service portal. You can also control the visibility of claims and case data on the Customer 360 page.
Activation information
Install Agentic Contact Center for Insurance by requesting it from ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugins are new in Australia:
Agentic Contact Center for Insurance (sn_ins_csr): Provides tools to manage insurance front-office workflows and operations.
Additional requirements
This application requires Now Assist for Financial Services Operations (FSO). For activation and configuration details, see Now Assist for Financial Services Operations (FSO) release notes.