---
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


---

# Use

# Using Agentic Contact Center for Banking {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn about the tasks customer service representatives perform in Agentic Contact Center for Banking to manage banking interactions with AI-powered assistance, review customer financial summaries, handle interactions, and generate persona-based customer insights.

## Overview of tasks in Agentic Contact Center for Banking {#using-agentic-contact-center-for-banking__cf-using-parent-workflow}

Customer service representatives perform these tasks in Agentic Contact Center for Banking:

* [View customer accounts and transactions in Agentic Contact Center for Banking](https://www.servicenow.com/docs/PDBTxoQuXNr404WizFzYng "Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.")

  Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.
* [View customer cases in Agentic Contact Center for Banking](https://www.servicenow.com/docs/wUeysFsEd2d_7xN7TagtNA "Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.")

  Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.
* [Work on an interaction in Agentic Contact Center for Banking](https://www.servicenow.com/docs/IHA9R8ovsJav4MsGSbgM~g "Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.")

  Manage customer interactions in the Interaction page. Accept incoming calls and resolve issues with AI-powered assistance.
{#using-agentic-contact-center-for-banking__cf-using-parent-steps-ul}
* **[Summarize a banking customer profile with AI](https://www.servicenow.com/docs/i1J1BRZYoK9haFIzqxXAlQ)**   
  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.
* **[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.
* **[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.
* **[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.
* **[View customer accounts and transactions in Agentic Contact Center for Banking](https://www.servicenow.com/docs/PDBTxoQuXNr404WizFzYng)**   
  Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.
* **[View customer cases in Agentic Contact Center for Banking](https://www.servicenow.com/docs/wUeysFsEd2d_7xN7TagtNA)**   
  Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.
* **[Work on an interaction in Agentic Contact Center for Banking](https://www.servicenow.com/docs/IHA9R8ovsJav4MsGSbgM~g)**   
  Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.