---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Configuring Agentic Contact Center for Insurance

# Configure Agentic Contact Center for Insurance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base
articles.

## Configuration overview {#agentic-contact-center-for-insurance-configure__cf-config-parent-checklist}

* [Install Agentic Contact Center for Insurance](https://www.servicenow.com/docs/f0f_ZTQB35qaaPwpEclJbw "If you have the admin role, you can install the Agentic Contact Center for Insurance application (sn_ins_csr).")

  Install the application.
* [Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations](https://www.servicenow.com/docs/access?context=enable-icc-for-ccaas&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)

  Integrate your CCaaS provider with Agentic Contact Center for Insurance. For more information, see [Integrating with contact centers](https://www.servicenow.com/docs/access?context=contactcenter-integration&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).
* [Configure Interaction wrap-up codes and AI skills](https://www.servicenow.com/docs/access?context=enable-ai-wrap-up-code-and-notes-summary-generation&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)  
  Set up wrap-up codes and activate the Wrap Up Completion skill to enable AI-generated call summaries for your agents.  
  Note:  
  The Wrap Up Completion skill is dependent on ServiceNow Otto for Customer Service Management (CSM).
* [Configure AI indexing for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/Gwvw6rFp8YDkRP25uCjxKw "Configure AI indexing to enable intelligent search capabilities across insurance policies, cases, and customer interactions in Agentic Contact Center for Insurance.")

  Configure AI indexing for the sources that the AI skills and agents use to retrieve data and perform analysis.
* [Configure the insurance customer profile summarization AI skill](https://www.servicenow.com/docs/5QMSjza~15uBrCxLdk6MgQ "Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.")

  Review and configure the AI skill settings for customer profile summarization in the Customer 360 page.
* [Configure the insurance customer interaction context summary AI skill](https://www.servicenow.com/docs/1H7~VKYxxacJG8vOzCRo7g "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.")  
  Review and configure the AI skill settings for the customer interaction context summary in the Interaction page.  
  Note:  
  This skill is dependent on the insurance customer profile summarization AI skill.
* [Activate AI agents](https://www.servicenow.com/docs/BsuWZ0zTsNFcy68wK0tjog "Configure Financial Services Operations AI agents to define their tools, access controls, triggers, and active status. You can also review Knowledge Graph tag records that supply structured and unstructured data to improve AI agent performance.")

  Enable agentic AI support in the Customer 360 and Interaction pages.
* [Configure Knowledge Graph tags](https://www.servicenow.com/docs/BsuWZ0zTsNFcy68wK0tjog#configure-fso-ai-agents__section_rrc_ywv_n3c)

  Review and configure the knowledge graph tags for each customer type to define the data sources for your AI agents.
* [Create a knowledge article](https://www.servicenow.com/docs/access?context=create-knowledge-article&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US)

  If required, create knowledge base articles that define any business rules or knowledge you want the AI agents to use as source information.
{#agentic-contact-center-for-insurance-configure__cf-config-parent-tasks-ul}