--- 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 --- # Insurance CSR customer insights AI agent # Insurance CSR customer insights 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 Insurance CSR customer insights AI agent The Insurance CSR customer insights AI agent is designed to assist customer service representatives (CSRs) by providing natural-language answers related to a single customer's insurance details. It supports inquiries about policies, coverages, claims, billing, servicing cases, and procedural or product guidance. The agent delivers structured, context-aware responses with options for follow-up questions, effectively acting as a copilot during customer interactions. Show full answer Show less ## Workflow * The agent interacts with the CSR to clarify the customer-specific question, classifying it into general knowledge, product catalog, or customer record categories. * It confirms the question scope relates to insurance policies, claims, billing, or servicing procedures. * When questions concern sub-records (e.g., coverages or beneficiaries) without specifying parent records, the agent identifies and confirms the relevant parent records with the CSR. * The agent retrieves customer data, product details, and knowledge-base guidance as needed. * Responses are presented as lists, detailed records, sub-record breakdowns, or summaries, with citations when guidance is referenced. * If no relevant information is found, the agent informs the CSR and prompts for the next question. ## Configuration and Access * **Third-party access:** Disabled by default; can be enabled to allow external AI agents to use this AI agent. * **AI specialist access:** Disabled by default; enabling this grants AI specialists additional configuration capabilities for mapping inputs and outputs. * **Long-term memory:** Disabled by default; when enabled, previous user interactions provide context for improved responses. * **User roles:** Access restricted to specific roles such as `sninscsr.claimsagent` and `sninscsr.servicingagent`. * **Data access roles:** Determine the data scope and permissible actions for the AI agent, aligned with user roles. * **Triggers:** Optional and not defined by default; administrators can configure triggers if desired. * **Channels:** This agent can be configured for use in Virtual Agent or ServiceNow Otto panel via Assistant Designer. ## Practical Benefits for ServiceNow Customers This AI agent enhances CSR productivity by providing quick, accurate, and context-sensitive answers about customer insurance information, reducing lookup time and improving service quality. It supports handling complex queries involving nested insurance data and procedural knowledge, ensuring CSRs can deliver informed responses efficiently. The configurable access and memory settings allow tailoring the agent's capabilities to organizational needs and security requirements. The agent acts as a copilot for a customer service representative (CSR), answering natural-language questions about a single customer's insurance policies, coverages, claims, billing, and servicing cases, as well as general product and procedural guidance, and presents structured, context-aware answers with follow-up options. ## Workflow {#fso-insurance-csr-customer-insights-ai-agent__vcpadmmhsrig} The agent helps the CSR look up a single customer's insurance information and related guidance during the session. 1. Ask the CSR what they'd like to know about the customer identified for this session. 2. Classify the question as a general knowledge question, a product-catalog question, or a question about the customer's own records, and confirm it's within scope --- insurance policies, coverages, claims, servicing cases, billing, or procedures. 3. If the question refers to a record picked from an earlier list, resolve which record it means, asking the CSR to confirm when it's ambiguous. 4. If the question asks about a sub-record like coverages or beneficiaries without naming the parent policy or claim, first look up the matching parent records and ask the CSR which one to use. 5. Look up the customer's data, relevant product information, and knowledge-base guidance as needed to answer the question. 6. Present the results --- as a list, a single record's details, a sub-record breakdown, or a short summary, depending on what was asked --- and cite the knowledge-base source when guidance is included. 7. Let the CSR know when nothing was found, then return to asking for the next question. {#fso-insurance-csr-customer-insights-ai-agent__ol_vhg_ubb_tkp} {#fso-insurance-csr-customer-insights-ai-agent__vcpadmmhsrig__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 : Insurance Data Lookup | | Allowed user roles The specific user roles that can access this AI agent. | * sn_ins_csr.claims_agent * sn_ins_csr.servicing_agent {#fso-insurance-csr-customer-insights-ai-agent__ul_pbm_ghw_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_ins_csr.claims_agent * sn_ins_csr.servicing_agent | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | 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]