--- 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 Insurance {#ariaid-title1} Release version: Australia Updated May 25, 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 Insurance The Interaction page is a specialized workspace designed for insurance customer service representatives (CSRs) to efficiently manage active customer interactions. It automatically opens when a CSR accepts an interaction, such as an inbound voice call, and consolidates customer identification, interaction history, and AI-driven live call transcript analysis into one unified view. This page supports CSRs throughout the entire interaction lifecycle---from initial contact to case creation and wrap-up---streamlining workflows and improving customer engagement. Show full answer Show less ## Key Features * **Live Transcript and AI Assistance:** The conversation is transcribed live and analyzed by an AI agent, which queries customer records, the Knowledge Graph, and configured knowledge bases. CSRs can request AI recommendations or ask questions directly via the ServiceNow Otto panel, receiving structured insights, guidance, and suggested next steps based on the conversation content and sentiment. * **Policyholder Context Summary:** An AI-generated summary provides immediate contextual information about the customer, including profile details, policies, recent interactions, and case history. This eliminates the need for manual research and helps CSRs deliver personalized service. This summary is available only when a customer or account is associated with the interaction. * **Interaction Form:** Displays critical interaction details such as interaction number, state, channel type, assigned CSR, associated consumer or account, identity verification status, a short description of the interaction, and work notes. * **Customer Details and History Sections:** The page adapts based on whether the customer is an individual (B2C) or a commercial account (B2B), showing relevant contact information, policyholder data, and a comprehensive history of customer activities, including past cases and knowledge base access. * **Contextual Side Panel:** Provides supplementary tools and information through tabs such as Related Lists (tasks, recent interactions, open cases, policies), Activity Stream (interaction notes and updates), Attachments, Templates, and Recommended Actions, all accessible without leaving the page. * **Wrap-up Functionality:** At interaction conclusion, CSRs can finalize the session using wrap-up codes and generate an AI-powered chat summary if configured. This summary documents discussion points and action items, enhancing case records and follow-up efficiency. ## Practical Benefits for ServiceNow Customers * Enables CSRs to handle insurance customer interactions more effectively by centralizing all relevant information and tools in one interface. * Improves response accuracy and customer satisfaction through AI-driven insights and recommendations during live conversations. * Saves time by providing instant access to detailed customer context and interaction history, eliminating the need for manual lookup. * Supports consistent documentation and follow-up with AI-generated wrap-up summaries and structured interaction records. * Enhances CSR productivity with tailored views for individual and commercial policyholders and an integrated side panel for quick access to related records and actions. 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. The Interaction page opens automatically when a CSR accepts a customer interaction, such as an inbound voice call. CSRs use this page during an active interaction with an insurance customer. It combines policyholder information, contextual history, and AI-powered assistance in a single page. The CSR can manage the entire interaction in this page---from the first interaction to case creation and wrap-up. ## Live transcript and AI-driven assistance {#interactionpage-agentic-contact-centre-for-insurance__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 processes the customer's request, and displays relevant information and recommended next steps in the ServiceNow Otto panel when the CSR requests recommendations . The AI agent queries 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 [Exploring Agentic Contact Center for Insurance](https://www.servicenow.com/docs/BuA4UnDW7PIU1cKLyMZoKw "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."). ## Policyholder context summary {#interactionpage-agentic-contact-centre-for-insurance__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, policies, recent interactions, and case history at the time the interaction begins, providing the CSR with immediate context without manual research . The customer summary includes: * Customer or account details * Similar issues that the customer has previously contacted the insurer about * Policies and coverages affected by the current issue * Related cases {#interactionpage-agentic-contact-centre-for-insurance__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 an insurance customer interaction in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/~1_i99BbCJnkI6aRaOBlHQ "Use the Insurance interaction context summary skill to generate an AI-powered summary of a customer's insurance context, recent cases, and call reason during live interactions."). ## Interaction form {#interactionpage-agentic-contact-centre-for-insurance__section_uzt_cq2_m3c} The Interaction section displays a form that shows the following fields:{#interactionpage-agentic-contact-centre-for-insurance__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 whether the customer's identity has been verified by the contributor during the interaction. | | Short description | A brief description of the nature of the interaction. | | Work notes | Notes or remarks about the interaction . | [Table 1. Interaction form fields] {#interactionpage-agentic-contact-centre-for-insurance__table_wyt_2q2_m3c} ## Other page sections {#interactionpage-agentic-contact-centre-for-insurance__section_bj1_jr2_m3c} The following table lists other sections in the Interaction page. Page content varies depending on whether the customer is an individual policyholder ( business-to-consumer (B2C) ) or a commercial one ( business-to-business (B2B) ). {#interactionpage-agentic-contact-centre-for-insurance__table_jkc_lr2_m3c__entry__3} | Name | Customer type | Description | |-|-|-| | Customer details | Account | Displays the customer name, primary contact, phone number, email address, industry, and doing-business-as name. | | Customer details | Customer | Displays the policyholder's name, address information, date of birth, nationality, phone number, and email. | | Customer history | Both | Includes all customer activity, such as cases created, past interactions, and knowledge bases accessed. | [Table 2. Page sections] {#interactionpage-agentic-contact-centre-for-insurance__table_jkc_lr2_m3c} ## Contextual side panel {#interactionpage-agentic-contact-centre-for-insurance__section_contextual_side_panel} The contextual side panel appears 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 Insurance Policies 2. Activity stream 3. Attachments 4. Templates 5. Recommended Actions {#interactionpage-agentic-contact-centre-for-insurance__ol_p1w_b2b_l3c} The Activity stream tab displays the activity stream for the interaction record, enabling CSRs to review and add notes without leaving the page. ## Wrap-up {#interactionpage-agentic-contact-centre-for-insurance__section_bnt_dt2_njc} The CSR 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 CSR can generate an AI-powered chat summary. This summary provides a record of what is 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) {#interactionpage-agentic-contact-centre-for-insurance__ul_cnt_dt2_njc} **Related concepts** * [Exploring Agentic Contact Center for Insurance](https://www.servicenow.com/docs/BuA4UnDW7PIU1cKLyMZoKw "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.") * [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.") **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)