---
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


---

# Banking customer interaction context summary

# Configure banking customer interaction context summary skill in ServiceNow Otto for FSO {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Verify the ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_gen_ai) is installed.

* For information about the installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* For general information about configuring AI skills in FSO, see [Configure Financial Services Operations AI skills](https://www.servicenow.com/docs/qwNYcSYZXfNGQN0E62a1XA "Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.").

{#configure-customer-contextual-summarization-fso__ul_kb5_2nk_mbc}  
Note:  
This skill is dependent on the customer profile summarization AI skill. For more information, see [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.").

Role required: admin

## Procedure

1. Navigate to Admin AI Admin HubAI Skills.
2. Select the CustomerFSO workflow group.
3. In the Customer interaction context summary feature card, select Activate skill.
4. In the Define access step, define the user access for the skill using Access Control Lists (ACLs).  
   The roles sn_fso_csr.personal_agent and sn_fso_csr.business_agent are defined by default.
5. Select Save and continue.
6. In the Select display step, enable these options:  
   * In-product desktop
   * ServiceNow Otto context menu

   {#configure-customer-contextual-summarization-fso__ul_d5x_mpk_mbc}

   For each option, select the arrow icon (\>) to define the roles that can use the skill.
7. Select Save and continue.
8. In the Review and activate step, review your choices and select Activate to complete the configuration.
{#configure-customer-contextual-summarization-fso__steps_mpk_vgx_q3c}

## Result

The skill is activated.

## What to do next

Configure AI indexing for the sources that this AI skill uses to retrieve data and generate summaries. For more information, see [Configure AI indexing for Agentic Contact Center for Banking](https://www.servicenow.com/docs/3_sopwprJBg7Y4MB2bg8nw "Configure AI indexing to enable intelligent search capabilities across financial accounts, cases, and customer interactions in Agentic Contact Center for Banking.").

You can choose which service provider to use for this skill in ServiceNow Otto admin. For more information, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

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