---
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 a banking customer profile with AI

# Summarize a banking customer profile with AI {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.

## Before you begin

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 profile summarization skill provides a concise, comprehensive summary of a customer's status in the Customer 360 workspace as part of Agentic Contact Center for Banking.

## Procedure

1. Navigate to WorkspacesFinancial Services Workspace.
2. Open a customer record.  
   The Customer summary component will generate a concise, comprehensive summary of the customer.
3. **Optional:** After the summary is generated, you can perform additional actions.

   | Option | Procedure |
   | Refresh the customer summary | Select the refresh icon (![Refresh icon.]()) to generate another customer summary. |
   | Provide feedback for the summary | If you think that the summary was helpful, select the helpful icon (![Helpful icon.]()). If you think that the summary wasn't helpful, select the not helpful icon (![Not helpful icon.]()). This feedback improves the generative AI model and can help to improve the 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 | If you want to review details about the summary, select the more info icon (![More info icon.]()). |
   | Expand or collapse the summary | Select the expand card icon (![Expand card icon.]()) or the collapse card icon (![Collapse card icon.]()) to see more details or fewer summary details. |
   |-|-|

   {#summarize-customer-profile-fso__choicetable_ybr_pjr_mbc}

## What to do next

Use an AI agent to engage in Q\&A, anticipate customer needs, and surface insights. For more information, see [Generate customer insights in the Customer 360 page](https://www.servicenow.com/docs/ZtNRy7IqQ5DSL4QFxL8eGw "Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.").
**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 profile summarization in ServiceNow Otto for FSO](https://www.servicenow.com/docs/JNKCWHNei7WxsV4MYf6wew "Configure the Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of banking customer information in Agentic Contact Center for Banking.")

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