Case summarization in Financial Services Operations

  • Release version: Australia
  • Updated July 1, 2026
  • 1 minute to read

    • Case summarization generates AI-powered summaries of insurance claims and card dispute cases, helping agents quickly understand case context and actions taken. Summaries can be refreshed to include the latest updates and posted to case work notes.

    The generated case summary displays in the following areas:
    • Insurance: Next to the claim details panel in the claim summary page, claim workspace, and claim details page
    • Banking: Between the activities and case information panel
    The summary includes the information that the agent enters in the case record fields that are listed in the following table.
    Table 1. Case skill description and record fields
    Industry Skill description Record fields
    Insurance Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level.
    • Incident description
    • Incident location
    • Incident date
    • Nature of loss
    • Stage
    • Assigned to
    • Insurance policy
    • Total claim amount
    Banking Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories.
    • Short description
    • Created
    • Assigned to
    • Stage
    • Dispute amount
    • Card network
    • Category
    • Reason code
    • Consumer
    • Account
    • Service
    • Product