AI skills in Agentic Contact Center for Banking
AI skills in Agentic Contact Center for Banking generate customer summaries that help customer service representatives understand customer profiles and call context. These skills combine customer data, product ownership, transaction history, and interaction records to provide comprehensive overviews.
Customer profile summarization
The customer profile summarization skill provides a customer service representative (CSR) with a concise, comprehensive summary of particular customer. It combines customer data, owned products, and recent history to produce an overview for the CSR to better understand a customer's standing with the bank.
- Owned active products
- Recent transactions
- Interaction history
- Cases
The generated customer summary displays in the Customer 360 page as part of Agentic Contact Center for Banking.
This skill is also used in the Interaction page as a dependency for the customer interaction context summary skill. It assists in generating the summarized context for an interaction.
Customer Interaction Context Summary
The customer interaction context summary skill provides a CSR with a call-contextual customer summary on the Interaction page. This is generated when a call is assigned to a CSR. The summary focuses on the context of the incoming call, providing the CSR with a snapshot of the customer's situation and sentiment when the call begins.
- Customer profile, with an overview of the customer and a suggestion on the nature of the call
- Related cases
- Products and services that the customer has
The generated context summary displays in the Interaction page as part of Agentic Contact Center for Banking.