--- 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 --- # Interaction page # Interaction page for 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 Interaction page for Agentic Contact Center for Banking The Interaction page is designed for customer service representatives (CSRs) in banking to manage live customer interactions efficiently. It consolidates customer details, live call transcript analysis, and AI-driven assistance into a single interface that opens automatically when a CSR accepts an inbound call. This page supports the entire interaction lifecycle---from initial contact through case creation and final wrap-up. Show full answer Show less ## Key Features * **Live Transcript and AI Assistance:** Conversations are transcribed in real time and analyzed by an AI agent. The AI interprets customer requests and provides relevant insights, recommendations, and next steps via the ServiceNow Otto panel, which references customer records, the Knowledge Graph, and configured knowledge bases. CSRs can also directly query the AI panel at any time for guidance. * **Customer Context Summary:** An AI-generated overview of the customer appears before and during the call, summarizing account details, related products, past issues, and case history to provide immediate context without manual research. This summary only displays if a customer or account is associated with the interaction. * **Interaction Form:** Displays key interaction data including record number, state, communication channel, assigned CSR, associated customer or account, identity verification status, and a short description of the issue. * **Additional Page Sections:** Depending on whether the customer is a retail consumer (B2C) or commercial account (B2B), the page includes sections such as Customer or Account details, customer history (cases, past interactions, knowledge base usage), and a contextual side panel. * **Contextual Side Panel:** Located on the right side, this panel provides quick access to related lists (tasks, interactions, cases, financial accounts), activity stream for notes, attachments, templates, and recommended actions, facilitating efficient interaction management without leaving the page. * **Wrap-up Process:** At the end of the interaction, CSRs use wrap-up codes and an AI-powered chat summary (if configured) to document the conversation and related action items, ensuring accurate and complete records. ## What Customers Can Expect ServiceNow customers using the Agentic Contact Center for Banking gain a unified, AI-enhanced workspace that streamlines customer interactions. This leads to faster access to relevant customer information, improved accuracy through AI-driven recommendations, and more efficient case management. The integration of live transcription and AI assistance helps CSRs resolve issues promptly and document interactions comprehensively, enhancing customer service quality and operational efficiency. 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. CSRs use this page during an active interaction with a banking customer. It combines customer information, contextual history, and AI-powered assistance in a single page. When a CSR accepts an inbound call, the page opens automatically and displays the identified customer's details. The CSR can manage the entire interaction in this space---from first contact to case creation and wrap-up. ## Live transcript and AI-driven assistance {#interaction-workspace-for-agentic-contact-center-for-banking__section_live_transcript} During an active voice interaction, a live transcript of the conversation is captured. The transcript serves as the primary input for the AI agent. As the conversation progresses, the AI agent reads the transcript, interprets the customer's request, and surfaces relevant information and recommended next steps in the ServiceNow Otto panel whenever the CSR agent prompts it for recommendations. The AI agent references customer records, Knowledge Graph, and your configured knowledge bases. CSRs can also type their own questions directly into the ServiceNow Otto panel at any time. The panel displays responses from the AI agent in a structured format that may include insights, recommendations, and guidance based on the content and sentiment of the conversation. For more information, see [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."). ## Customer context summary {#interaction-workspace-for-agentic-contact-center-for-banking__section_customer_summary} The customer context summary provides the CSR with an AI-generated overview of the customer before and during the call. This context-based summary is generated from the customer's profile, products, recent interactions, and case history at the time the interaction begins, giving the CSR immediate context without manual research. The customer summary includes: * Customer or account details * Similar issues that the customer has previously contacted the bank about * Products affected by the current issue * Related cases {#interaction-workspace-for-agentic-contact-center-for-banking__ul_kbv_2db_l3c} The customer summary is not visible when no account or consumer has been associated with the interaction. For more information, see [Summarize banking customer interaction context with AI](https://www.servicenow.com/docs/TOMx~uVEIIPSiqOUoO8IAw "The Customer Interaction Context Summary skill is used in the Interaction page. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history."). ## Interaction form {#interaction-workspace-for-agentic-contact-center-for-banking__section_uzt_cq2_m3c} The Interaction section displays form that shows the following fields:{#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c__entry__2} | Field | Description | |-|-| | Number | The interaction record number. | | State | The state of the record. | | Type | The channel where the interaction was initiated. | | Assigned to | The contributor assigned to the interaction. | | Consumer / Account | The consumer or account record associated with the interaction. | | Verified | Indicates if the customer's identity has been verified by the contributor during the interaction. | | Short description | A brief description of the nature of the interaction. | [Table 1. Interaction form fields] {#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c} ## Other page sections {#interaction-workspace-for-agentic-contact-center-for-banking__section_bj1_jr2_m3c} The following table lists other sections in the Interaction page. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B). {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c__entry__3} | Name | Customer type | Description | |-|-|-| | Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. | | Customer details | Customer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | | Customer history | Both | Includes all activities of the customer, including cases created, past interactions, and knowledge bases accessed. | [Table 2. Page sections] {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c} ## Contextual side panel {#interaction-workspace-for-agentic-contact-center-for-banking__section_contextual_side_panel} The contextual side panel appears on the right side of the page and provides access to supplementary tools and record-related information. The panel tabs are displayed in the following order: 1. Related lists---includes Related Tasks, Recent Interactions, Open Cases, and Financial Accounts 2. Activity stream 3. Attachments 4. Templates 5. Recommended Actions {#interaction-workspace-for-agentic-contact-center-for-banking__ol_p1w_b2b_l3c} The Activity stream tab displays the activity stream for the interaction record, allowing CSRs to review and add notes without leaving the page. ## Wrap-up {#interaction-workspace-for-agentic-contact-center-for-banking__section_wrap_up} The agent wraps up the interaction when it concludes. When wrap-up codes are set up and the Wrap Up Completion ServiceNow Otto skill is configured, the agent can generate an AI-powered chat summary. This summary provides a record of what was discussed and any action items in the interaction. For more information, see the following topics: * [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [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) {#interaction-workspace-for-agentic-contact-center-for-banking__ul_tlp_2cx_q3c} **Related concepts** * [Exploring Agentic Contact Center for Banking](https://www.servicenow.com/docs/pBtKWftdgI9pWYvd26qU9A "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.") * [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.") **Related topics** * [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)