---
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


---

# Insurance customer profile summarization

# Configure insurance customer profile summarization in ServiceNow Otto for FSO {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Verify the ServiceNow Otto for Financial Services Operations (FSO) plugin (`sn_fso_now_assist`) and the Agentic Contact Center for Insurance plugin (`com.sn_ins_csr`) are installed.

* For information about the installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
* For general information about configuring AI skills in FSO, see [Configure Financial Services Operations AI skills](https://www.servicenow.com/docs/NOMyCw0zq_Sz3jgtz6zgjg "Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.").
{#configure-insurance-customer-profile-summarization__ul_prereq_ins_profile_summ}  
Note:  
This skill is dependent on the Agentic Contact Center for Insurance application. Activate the Insurance interaction context summary skill after completing this task. For more information, see [Configure insurance customer interaction context summary skill in ServiceNow Otto for FSO](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.").

Role required: admin

## About this task

The Insurance Customer Profile Summarization skill uses generative AI to deliver concise and comprehensive customer information in the Customer 360 page, eliminating searching across multiple data sources. It combines
customer identity and an overview of owned and associated policies to provide a unified and actionable overview. The skill generates the Profile and Status sections in the
Customer summary area of the Customer 360 page.

When the skill is not activated, the Customer summary section is not displayed.

## Procedure

1. Navigate to AdminAI Skills.
2. Select the CustomerFSO workflow group.
3. In the Insurance Customer Profile Summarization feature card, select Activate skill.
4. In the Define access step, define the user access for the skill using Access Control Lists (ACLs).  
   The roles `sn_ins_csr.claims_agent` and `sn_ins_csr.servicing_agent` are defined by default.
5. Select Save and continue.
6. In the Select display step, enable these options:  
   * In-product desktop
   * ServiceNow Otto context menu

   {#configure-insurance-customer-profile-summarization__ul_d5x_mpk_mbc}

   For each option, select the arrow icon (\>) to define the roles that can use the skill.
7. Select Save and continue.
8. In the Review and activate step, review your choices and select Activate to complete the configuration.

## Result

The skill is activated. The Customer summary section is displayed on the Customer 360 page for customers accessed by agents with the `sn_ins_csr.claims_agent` or
`sn_ins_csr.servicing_agent` role.

## What to do next

You can choose which service provider to use for this skill in ServiceNow Otto Admin. For more information, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

*[\>]: and then