--- 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 --- # Exploring Agentic Contact Center for Insurance # Exploring Agentic Contact Center for Insurance {#ariaid-title1} Release version: Australia Updated May 20, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Agentic Contact Center for Insurance Agentic Contact Center for Insurance is an AI-enhanced workspace designed to streamline how insurance customer service representatives (CSRs) manage customer interactions. By consolidating policy data, live call transcripts, and AI-generated guidance into a single interface, it significantly reduces the need for switching between multiple applications. This consolidation improves interaction quality, reduces handling time, and lowers the risk of errors during customer calls, ultimately enhancing customer experience. Show full answer Show less The workspace adapts the displayed information according to the CSR's role, ensuring relevant data is surfaced efficiently for both policy servicing and claims servicing representatives. ## Key Features * **Interaction Page:** Automatically opens when a call is accepted, displaying the customer's profile, policy summary, and an AI-generated call summary based on pre-call data from IVR or Voice AI. It continuously captures a live transcript to support real-time AI assistance. * **AI Agent Support:** Monitors live transcripts to provide relevant information, next-step recommendations, and retrieve data from knowledge bases and related systems like CSM, core insurance, and case management. CSRs can also query the AI agent manually via the ServiceNow Otto panel. * **Customer 360 Page:** Offers a comprehensive view of the customer's insurance profile, including policies, premiums, claims, and coverages, accessible at any time during or outside active calls. * **Wrap-up Summary:** After a call, CSRs receive an AI-generated summary and can select wrap-up codes to efficiently document the interaction. ## Key Outcomes * **Enhanced Efficiency:** By reducing application switching, CSRs can handle calls faster and with greater accuracy. * **Improved Customer Experience:** Immediate context and AI-driven insights enable CSRs to provide more informed and responsive service. * **Role-Specific Data Display:** Ensures that policy servicing and claims servicing representatives access the most relevant information for their tasks. * **Integrated AI Assistance:** Facilitates proactive support during calls, improving decision-making and next steps for CSRs. ## Next Steps for ServiceNow Customers To implement and maximize the benefits of Agentic Contact Center for Insurance, customers should explore configuration and usage documentation, including how to use the Agentic Contact Center, configure its components, and understand the Customer 360 and Interaction pages. These resources support effective deployment and adoption tailored to insurance customer service operations. Insurance customer service representatives (CSRs) can use Agentic Contact Center for Insurance to handle customer interactions from a single AI-enhanced workspace that consolidates policy data, live call transcripts, and AI-generated guidance. It reduces application switching and research time, improves interaction quality, and eliminates the complexity of managing multiple applications simultaneously. The details displayed in the workspace are based on the scope of the CSR role. ## Agentic Contact Center for Insurance overview {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-overview} Insurance CSRs routinely handle inbound customer calls that require navigating multiple systems to locate the information needed to serve a customer, such as core insurance, CSM, and case management systems. Constant application switching increases handling time, raises the risk of error, and forces customers to wait on hold while agents gather data on their call. This impacts the overall quality of interaction. Agentic Contact Center for Insurance addresses these challenges by consolidating customer policy data and embedding AI assistance directly into the Financial Services Operations workspace. The Interaction and Customer 360 variants together provide an AI-enhanced environment that surfaces the right information at the right moment. ## Agentic Contact Center for Insurance users {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-users} {#explore-agentic-contact-center-for-insurance__table_srb_c5b_c3c__entry__2} | User | Description | |-|-| | Policy Servicing CSR | Handles all service related requests. They take inbound calls from customers and answer inquiries, resolve issues (like change of contact details), and create cases on the customer's behalf. They also follow-up tasks throughout the day to act on customer insights, such as identifying coverage opportunities. | | Claims Servicing CSR | Handles all claim related requests, issues and complaints. | [Table 1. Users] {#explore-agentic-contact-center-for-insurance__table_srb_c5b_c3c} ## Agentic Contact Center for Insurance example workflow {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-workflow} 1. A customer calls the insurer's contact center. An integrated CCaaS routes the call to the CSR . For more information, see [Interaction Controls Component (ICC) for voice calls](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). 2. When the CSR accepts the call, the Interaction page opens. The customer's profile and policy summary are displayed , and the CSR immediately receives an AI-generated summary of the call based on what has been collected up to that point via the interactive voice response (IVR) or Voice AI agent. This gives the CSR immediate context before the conversation with the customer begins. 3. A live transcript of the call is captured and updated continuously throughout the interaction, and serves as the primary input for the real-time assistance of the AI agent . For more information about the Interaction page, see [Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions."). 4. As the call progresses, an AI agent monitors the live transcript and displays relevant information and recommended next steps in the ServiceNow Otto panel when requested by the CSR. The AI agent processes the customer's request and retrieves the appropriate data from knowledge base articles and related systems like CSM, core insurance , and case management. The CSR can view all the relevant customer details like current policy, claims history, and coverage information, in the same window. 5. CSRs can also ask their own questions at any time by typing into the ServiceNow Otto panel. For example, they may check recent claims activity, check coverage eligibility criteria, or retrieve policy details. 6. At any point during or outside of an active call, a CSR can open the Customer 360 page by selecting the customer's name from the Interaction page or searching for the customer. The Customer 360 page opens in a separate tab and provides a comprehensive view of the customer's profile and insurance relationship, including policies, premiums, claims, and coverages. For more information about the Customer 360 page, see [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles."). 7. When the call concludes, the system displays a wrap-up summary dialog with configured wrap-up codes. The agent can select a code and submit the wrap-up using an AI-generated call summary. For more information, see [Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/access?context=ai-generated-wrap-up-codes-and-notes-summary&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-workflow-ol} ## Agentic Contact Center for Insurance benefits {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-benefits} {#explore-agentic-contact-center-for-insurance__table_vrb_c5b_c3c__entry__3} | Benefit | Feature | Users | |-|-|-| | Single AI-enhanced page that displays customer policy information, claims history, and insights. | [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.") | Customer service representative | | Interaction page that generates customer call context and assists CSRs with AI agent support during insurance interactions. | [Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.") | Customer service representative | [Table 2. Agentic Contact Center for Insurance benefits] {#explore-agentic-contact-center-for-insurance__table_vrb_c5b_c3c} ## What to explore next {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-links} To learn more about configuring and using Agentic Contact Center for Insurance, see: * [Use Agentic Contact Center for Insurance](https://www.servicenow.com/docs/2wBDm0zmxwaSeRcmhopSlQ "Learn about the tasks insurance customer service representatives perform in Agentic Contact Center for Insurance to manage interactions with AI-powered assistance, review customer insurance profiles, and generate customer insights.") * [Configure Agentic Contact Center for Insurance](https://www.servicenow.com/docs/hPzTzkOFioMAagmBZz3Wcw "Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.") * [Components installed with Agentic Contact Center for Insurance](https://www.servicenow.com/docs/l3NPIGk~ug96qQoN6kY_2Q "Review the roles and other components installed when you activate Agentic Contact Center for Insurance.") {#explore-agentic-contact-center-for-insurance__ul_wrb_c5b_c3c} **Related concepts** * [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.") * [Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.") **Related reference** * [Agentic Contact Center for Insurance reference](https://www.servicenow.com/docs/Gk7buFhteTyO7oemXWvRtg "Learn about the components and properties that are installed with Agentic Contact Center for Insurance.")