--- 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 --- # Work on an interaction # Work on an insurance interaction in Agentic Contact Center for Insurance {#ariaid-title1} Release version: Australia Updated May 13, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Manage insurance customer interactions in the Interaction page for Agentic Contact Center for Insurance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries. ## Before you begin Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent ## Procedure 1. Navigate to AllFinancial Services OperationsWorkspace. 2. Initiate an interaction in the workspace. * When a customer initiates a call, select Accept in the inbox item. * Manually create an interaction record in the workspace. {#work-on-insurance-interaction__choices_initiate_interaction_ins} A new interaction record is created and opens in a new tab in the workspace. 3. Review the Relevant details for this call card to get an AI-generated snapshot of the customer's situation when the call begins. The card surfaces contextual information associated with the inquiry, such as the customer tenure, likely reason for calling, related contacts and cases, and the insurance product the customer is inquiring about. If the card is not visible, the customer's identity has not yet been verified, no call context is available, or the AI skill has not been activated. 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."). For a description of the skill, see [AI skills in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/0jo9p9wcIF4MTtzPovYVOw "AI skills in Agentic Contact Center for Insurance generate real-time customer summaries and interaction context for insurance customer service representatives. These skills consolidate customer identity, policy portfolio, and call context into actionable overviews that eliminate manual data searches."). 4. After verifying the customer's details and identity, select Verified in the Interaction form to confirm. 5. To open the ServiceNow Otto panel for agentic AI support for this interaction, select Ask Otto. Note: By default, Ask Otto is available when: * The interaction Type is Phone. * The Consumer or Account field is not empty. * The interaction State is Work in Progress. * The Assigned to value is not set to virtual agent. {#work-on-insurance-interaction__ul_ask_now_assist_conditions_ins} The ServiceNow Otto panel displays and the Insurance CSR support AI agent analyzes the intent of the conversation, highlights insights relevant to the customer's insurance policies and claims, and offers next-step guidance. The chat is specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Otto. For more information, see [Request AI agent support in the Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/inmvKfM3MA5BX~CnnrTivQ "Request AI-powered assistance during insurance customer interactions to receive real-time insights, intent identification, and recommended responses. The Insurance CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page."). 6. **Optional:** To open the Customer 360 page and review the customer's full insurance profile, select the customer's name in the customer details card. The Customer 360 page opens in a separate tab and displays the customer's policies, coverages, financial overview, and case history. 7. After resolving the customer's issues, end the chat or call. 8. Wrap up the interaction. When wrap-up codes are set up and the Wrap Up Completion ServiceNow Otto skill is configured, you can generate an AI-powered call summary. This summary provides a record of what was discussed and any action items from the interaction. {#work-on-insurance-interaction__steps_work_interaction_ins} ## Result The interaction is closed. **Related concepts** * [Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "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.") **Related tasks** * [Configure insurance customer interaction context summary skill in ServiceNow Otto for FSO](https://www.servicenow.com/docs/_tSmeILYw9_fuONIeZXqVQ "Configure the Insurance interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered real-time summaries of insurance customer interactions in the Interaction page of Agentic Contact Center for Insurance.") * [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.") * [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 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) *[\>]: and then