--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Banking CSR support AI agent # Banking CSR support AI agent {#ariaid-title1} Release version: Australia Updated September 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Banking CSR support AI agent The Banking CSR support AI agent is designed to assist customer service representatives (CSRs) during live banking calls or chats by acting as a copilot. It retrieves real-time information such as account details, transactions, balances, credit, loans, and policies, presenting this data clearly and conversationally. This enables CSRs to respond quickly and efficiently, improving the customer experience during interactions. Show full answer Show less ## Workflow * When a CSR opens a new customer interaction, the AI agent loads the interaction context and resets any previous conversation state. * The CSR's query, whether typed or a request to check for new interactions, is sent along with the current customer context to a query analysis tool. * The AI agent updates the customer context (including name, type, and topic) based on the tool's response. * Results are presented showing the most relevant account, transaction, case, or interaction information, clearly indicating when data is unavailable. * If applicable, related knowledge-base information is appended after the account results. * If no relevant information is found, the CSR is informed and offered options to retry or check for new interactions. * Each response ends with a quick-action button allowing the CSR to continue the conversation without typing. ## Configuration and Access * **Third-party access:** Can be enabled to allow external AI agents to use this agent; disabled by default. * **AI specialist access:** Can be enabled to allow AI specialists to configure tool inputs and response templates; disabled by default. * **Long-term memory:** When enabled, all previous user interactions are used as context for the AI model, enhancing continuity; disabled by default. * **User roles:** Access is restricted to specific CSR roles (snfsocsr.businessagent, snfsocsr.personalagent). * **Data access roles:** These roles determine what customer data the AI agent can access and which actions it can perform. ## Integration and Use The AI agent utilizes tools like the CSR Query Analyser subflow and can be integrated into Virtual Agent or ServiceNow Otto panel assistants configured via Assistant Designer. This facilitates seamless use within banking CSR workflows to enhance productivity and accuracy. The AI agent acts as a copilot for a customer service representative on a live banking call or chat, retrieving account, transaction, balance, credit, loan, and policy information in real time and presenting it in a clear, conversational format so the representative can respond quickly. ## Workflow {#fso-banking-csr-support-ai-agent__mozzrrupnjvt} The AI agent helps the CSR retrieve banking customer information during a live interaction and keeps the conversation moving. 1. When the CSR opens a new customer interaction, load that interaction's context and reset any prior conversation state. 2. Take the CSR's question --- a typed banking query or a request to check for a new customer interaction --- and send it, with the current customer context, to the query analysis tool. 3. Update the tracked customer context (name, type, and topic) with what the tool returns. 4. Present the results found, showing the most relevant account, transaction, case, or interaction fields, and note plainly when a value wasn't available. 5. Add related knowledge-base information after the account results whenever the tool returns any. 6. If nothing was found for the request, let the CSR know and offer to try again or check for a new customer interaction. 7. End every response with a quick-action button so the CSR can continue the conversation without typing. {#fso-banking-csr-support-ai-agent__ol_tsb_cuh_upy} {#fso-banking-csr-support-ai-agent__mozzrrupnjvt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Subflows : CSR Query Analyser | | Allowed user roles The specific user roles that can access this AI agent. | * sn_fso_csr.business_agent * sn_fso_csr.personal_agent {#fso-banking-csr-support-ai-agent__ul_eky_dpr_skc} | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * sn_fso_csr.business_agent * sn_fso_csr.personal_agent | | Triggers | CSR Interaction | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration]