---
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


---

# Summarize banking customer interaction context with AI

# Summarize banking customer interaction context with AI {#ariaid-title1}

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

## Before you begin

This skill uses indexed sources for AI search that requires configuration after install. 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.").

Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent  
Note:  
These roles are the default list of roles that are defined for this task. Administrators can modify the list of roles in the AI Admin Hub console.

## About this task

The customer interaction context summary skill provides a structured, context-aware summary of a customer service interaction in the Interaction page as part of Agentic Contact Center for Banking.

## Procedure

1. Navigate to WorkspacesFinancial Services Workspace.
2. Initiate an interaction.
   * When a customer initiates a call, select Accept in the inbox item.
   * Manually create a new phone interaction record in the workspace.

   {#summarize-customer-context-fso__choices_l3d_bvz_43c}  
   The Interaction page displays.

   The Relevant details for this call component generates a contextual summary of the customer's interaction.
3. **Optional:** After the summary is generated, you can perform additional actions.

   | Option | Procedure |
   | Provide feedback for the summary | If you think the summary was helpful, select the helpful icon (![]()). If you think the summary wasn't helpful, select the not helpful icon (![]()). This feedback improves the generative AI model and can help improve future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do). |
   | View the information about the case summary | To review details about the summary, select the more info icon (![]()). |
   | Expand or collapse the summary | Select the expand card icon (![]()) or the collapse card icon (![]()) to see more details or fewer summary details. |
   |-|-|

   {#summarize-customer-context-fso__choicetable_ybr_pjr_mbc}
{#summarize-customer-context-fso__steps_wdg_rnl_m3c}

## What to do next

Engage with an AI agent to get further analysis and suggested responses for this interaction. For more information, see [Request AI agent support in the Interaction page](https://www.servicenow.com/docs/xzAENOMwnkqaLieconhcTw "Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.").
**Related concepts**   

* [AI in Financial Services Operations](https://www.servicenow.com/docs/eqx2~9pMFYeT_A9o4evEVg "Financial Services Operations has AI skills and agentic AI to support front and back office tasks. Users can summarize case and customer details, enhance disputes intake with Disputes intake via Virtual Agent, and use agentic workflows and AI agents to automate dispute resolution.")
* [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.")  
**Related tasks**   

* [Configure banking customer interaction context summary skill in ServiceNow Otto for FSO](https://www.servicenow.com/docs/L03ILY7WJBBxLxMNU2aPPw "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.")

*[\>]: and then