--- 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 --- # Explore # Exploring Agentic Contact Center for Banking {#ariaid-title1} Release version: Australia Updated March 12, 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 Banking Agentic Contact Center for Banking is designed to enhance the efficiency and effectiveness of customer service representatives (CSRs) in banking contact centers. It addresses the common challenge of CSRs needing to navigate multiple systems by consolidating customer data and embedding AI assistance within the Financial Services Operations workspace. This integration streamlines call handling, reduces research time, and improves the quality of customer interactions by providing timely, relevant information. Show full answer Show less ## Key Features * **AI-Enhanced Interaction and Customer 360 Pages:** Two specialized CSM page variants support CSRs during calls. The Interaction page automates identity verification, displays customer details, captures live call transcripts, and provides AI-driven assistance in real time. The Customer 360 page offers a comprehensive, AI-enhanced overview of the customer's profile, financial standing, transaction history, and service cases. * **AI Agents and Skills:** AI agents continuously analyze live call transcripts and customer data to generate call summaries, surface relevant information, and recommend next steps. CSRs can interact with the AI through the ServiceNow Otto panel to query account details, product eligibility, or policies during or outside of calls. * **Integrated Call Routing and Wrap-up Support:** Calls are routed via an integrated CCaaS system, and upon call completion, CSRs can select wrap-up codes supported by AI-generated call summaries, facilitating accurate and efficient call closure. * **Dedicated User Roles:** The solution supports both personal banking CSRs handling retail customers and business banking CSRs managing corporate accounts, enabling tailored support across banking segments. ## Benefits to ServiceNow Customers * **Reduced Handling Time and Errors:** Consolidation of multiple data sources and AI assistance minimizes the need for switching applications, speeding up call resolution and reducing risks of mistakes. * **Improved Customer Experience:** Real-time AI insights provide CSRs with context before and during calls, enabling personalized and informed service that enhances customer satisfaction. * **Streamlined CSR Workflow:** The unified interface and AI tools empower CSRs to manage calls and follow-up tasks more efficiently, improving productivity and service quality. * **Proactive and Personalized Engagement:** AI-driven analysis allows CSRs to identify customer opportunities and conduct proactive outreach based on comprehensive customer insights. ## Next Steps for Implementation ServiceNow customers can further explore configuration and usage details through dedicated resources on the Customer 360 page, Interaction page, and AI skill setups within Agentic Contact Center for Banking. These guides provide practical instructions to tailor the solution to specific banking environments and maximize the benefits of AI-enhanced customer service. Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality. ## Agentic Contact Center for Banking overview {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-overview} Bank CSRs routinely handle inbound customer calls that require navigating multiple systems to locate the information needed to serve a customer, such as core banking platforms, CRM tools, and case management applications. 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. Agentic Contact Center for Banking addresses these challenges by consolidating customer data and embedding AI assistance directly into the Financial Services Operations workspace. The plugin introduces two purpose-built CSM page variants: Interaction and Customer 360. Together, they provide an AI-enhanced environment that surfaces the right information at the right moment. ## Agentic Contact Center for Banking users {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-users} {#exploring-agentic-contact-center-for-banking__table_srb_c5b_c3c__entry__2} | User | Description | |-|-| | Banking personal CSRs | Handle individual retail customer accounts. They take inbound calls from customers and answer inquiries, resolve issues, and raise service requests on the customer's behalf. They also perform other follow-up tasks throughout the day to act on customer insights, such as identifying opportunities for customers. | | Banking business CSRs | Perform the same functions as banking personal CSRs, but for corporate or commercial accounts. | [Table 1. Users] {#exploring-agentic-contact-center-for-banking__table_srb_c5b_c3c} ## Agentic Contact Center for Banking example workflow {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-workflow} The following image shows an example workflow of a CSR working on a customer interaction in Agentic Contact Center for Banking. Figure 1. Working on a customer interaction in Agentic Contact Center for Banking 1. A customer calls the bank's contact center. An integrated CCaaS routes the call to the human CSR agent. 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 details 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 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 AI agent's real-time assistance. For more information about the Interaction page, see [Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Syn9EgOxnncX878U2QCAEg "The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions."). 4. As the call progresses, an AI agent monitors the live transcript and surfaces relevant information and recommended next steps in the ServiceNow Otto panel when requested by the CSR. The AI agent interprets the customer's request and retrieves the appropriate data from the configured knowledge graph and knowledge base articles. 5. CSRs can also ask their own questions at any time by typing into the ServiceNow Otto panel. For example, they may look up recent account transactions, check product eligibility criteria, or retrieve policy information. 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 financial relationship with the bank. For more information about the Customer 360 page, see [Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Nsu13wS5sp88YVBCm4alWA "The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases."). 7. When the call concludes, a wrap-up summary dialog displays 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). {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-workflow-ol} ## Agentic Contact Center for Banking benefits {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-benefits} {#exploring-agentic-contact-center-for-banking__table_vrb_c5b_c3c__entry__3} | Benefit | Feature | Users | |-|-|-| | Single AI-enhanced page that displays customer information and insights | [Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Nsu13wS5sp88YVBCm4alWA "The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.") | Customer service representative | | Interaction page that automates identity verification, generates customer call context, and assists CSRs with AI agent support | [Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Syn9EgOxnncX878U2QCAEg "The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.") | Customer service representative | [Table 2. Agentic Contact Center for Banking benefits] {#exploring-agentic-contact-center-for-banking__table_vrb_c5b_c3c} ## What to explore next {#exploring-agentic-contact-center-for-banking__cf-exploring-parent-links} To learn more about configuring and using Agentic Contact Center for Banking, see: * [Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Nsu13wS5sp88YVBCm4alWA "The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.") * [Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Syn9EgOxnncX878U2QCAEg "The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.") * [Configuring Agentic Contact Center for Banking](https://www.servicenow.com/docs/0yZ2pCK9YyQ17awSMkjmng "Configure Agentic Contact Center for Banking 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.") {#exploring-agentic-contact-center-for-banking__ul_wrb_c5b_c3c} * **[Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Nsu13wS5sp88YVBCm4alWA)** The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases. * **[Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Syn9EgOxnncX878U2QCAEg)** The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions. * **[AI skills in Agentic Contact Center for Banking](https://www.servicenow.com/docs/Ewz3eyGsscQrWKayAX3PKg)** 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. * **[Agentic Contact Center for Banking AI agents overview](https://www.servicenow.com/docs/o6sp4KvbhYbuOfjAmcSPxQ)** Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The Banking CSR Customer Insights and Banking CSR Support agents help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.