---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# AI skills

# AI skills in Agentic Contact Center for Banking {#ariaid-title1}

Release version: Australia  
Updated July 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
AI skills in Agentic Contact Center for Banking generate customer summaries that help customer service representatives understand customer profiles and call context. These skills combine customer data, product ownership, transaction
history, and interaction records to provide comprehensive overviews.

## Customer profile summarization {#ai-skills-agentic-contact-center-banking__section_vcs_ph5_tjc}

The customer profile summarization skill 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
{#ai-skills-agentic-contact-center-banking__ul_gsj_4hg_m3c}

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 {#ai-skills-agentic-contact-center-banking__section_nyq_rh5_tjc}

The customer interaction context summary skill 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
{#ai-skills-agentic-contact-center-banking__ul_rvy_vll_m3c}

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

* [Configure banking customer profile summarization in ServiceNow Otto for FSO](https://www.servicenow.com/docs/JNKCWHNei7WxsV4MYf6wew "Configure the Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of banking customer information in Agentic Contact Center for Banking.")
* [Configure banking customer interaction context summary skill in ServiceNow Otto for FSO](https://www.servicenow.com/docs/L03ILY7WJBBxLxMNU2aPPw "Configure the customer interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.")