---
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 interaction context summary

# Configure insurance customer interaction context summary skill in ServiceNow Otto for FSO {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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.

## 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-interaction-summary-skill__ul_prereq_ins_ctx_summary}  
Note:  
This skill is dependent on the Insurance Customer Profile Summarization skill. Configure that skill before continuing. For more information, see [Configure insurance customer profile summarization in ServiceNow Otto for FSO](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.").

Role required: admin

## About this task

The Insurance interaction context summary skill provides real-time interaction summaries with relevant customer context for insurance customers in the Interaction page. The skill surfaces key customer details, product
ownership information, open cases, and recent activity within the conversation flow, allowing agents to access comprehensive customer information without navigating away from their workspace.

When activated, the skill generates the Relevant details for this call card in the Interaction page. The card is only displayed when the customer's identity has been verified and call context is
available. For more information about the card, see \<xref to explore page\>.

## Procedure

1. Navigate to AllAI Admin HubSkills to access the Now Assist Skills tab of the AI Admin Hub console.
2. Select the CustomerFSO workflow group.
3. In the Insurance interaction context summary 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.servicing_agent` and `sn_ins_csr.claims_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-interaction-summary-skill__ul_display_options_ins_ctx_summary}

   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.
{#configure-insurance-interaction-summary-skill__steps_ins_ctx_summary}

## Result

The skill is activated. The Relevant details for this call card is displayed in the Interaction page for agents with the `sn_ins_csr.servicing_agent` or
`sn_ins_csr.claims_agent` role when a verified customer interaction is in progress.

## What to do next

Configure AI indexing for the sources that this skill uses to retrieve insurance data and generate summaries. For more information, see [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.").

You can choose which service provider to use for this skill [in the Now Assist Admin console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

*[\>]: and then