Exploring Agentic Contact Center for Insurance
Summarize
Summary of Exploring Agentic Contact Center for Insurance
Agentic Contact Center for Insurance equips insurance customer service representatives (CSRs) with a unified, AI-enhanced workspace that consolidates policy data, live call transcripts, and AI-driven guidance. This solution streamlines customer interactions by reducing the need for application switching, minimizing research time, and improving the overall quality and efficiency of calls. The workspace dynamically displays information tailored to the CSR’s role, enabling faster and more accurate service.
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Traditionally, insurance CSRs navigate multiple systems such as core insurance platforms, Customer Service Management (CSM), and case management during inbound calls, which increases handling time and error risk. Agentic Contact Center for Insurance overcomes these challenges by embedding AI assistance and consolidating key customer data within the Financial Services Operations workspace, providing timely, relevant information throughout the interaction.
User Roles
- Policy Servicing CSR: Manages service requests including inquiries, issue resolution, and case creation related to customer policies, as well as follow-ups on customer insights.
- Claims Servicing CSR: Handles claim-related requests, complaints, and issues.
How It Works
- Calls are routed via integrated Contact Center as a Service (CCaaS) to the CSR who receives an AI-generated summary of the call context based on prior IVR or Voice AI inputs.
- The Interaction page opens automatically, displaying the customer profile and policy summary along with a live transcript of the call.
- An AI agent monitors the live transcript in real time, providing relevant information and recommended next steps in the Now Assist panel when prompted by the CSR.
- The AI accesses data from multiple systems like CSM, core insurance, and case management to support accurate and efficient responses.
- CSRs can manually query the AI assistant to retrieve additional information during or outside of calls.
- The Customer 360 page offers a comprehensive view of the customer’s insurance relationship, accessible anytime for deeper insights.
- Upon call completion, the system presents a wrap-up summary with AI-generated call notes and configurable wrap-up codes for quick documentation.
Benefits
- Unified AI-Enhanced Workspace: Provides CSRs with instant access to customer policy details, claims history, and actionable insights within a single interface.
- Improved Interaction Quality and Efficiency: AI-generated call context and real-time assistance reduce handling times and errors, enhancing customer satisfaction.
- Role-Specific Information Display: Ensures CSRs see relevant data tailored to their specific responsibilities, facilitating focused and effective service delivery.
Next Steps
ServiceNow customers interested in deploying or optimizing Agentic Contact Center for Insurance can explore configuration and usage details through dedicated guides. These include instructions on setting up the solution, understanding its components, and leveraging related pages such as the Customer 360 and Interaction pages for maximum benefit.
Insurance customer service representatives (CSRs) can use Agentic Contact Center for Insurance to handle customer interactions from a single AI-enhanced workspace that consolidates policy data, live call transcripts, and AI-generated guidance. It reduces application switching and research time, improves interaction quality, and eliminates the complexity of managing multiple applications simultaneously. The details displayed in the workspace are based on the scope of the CSR role.
Agentic Contact Center for Insurance overview
Insurance CSRs routinely handle inbound customer calls that require navigating multiple systems to locate the information needed to serve a customer, such as core insurance, CSM, and case management systems. Constant application switching increases handling time, raises the risk of error, and forces customers to wait on hold while agents gather data on their call. This impacts the overall quality of interaction.
Agentic Contact Center for Insurance addresses these challenges by consolidating customer policy data and embedding AI assistance directly into the Financial Services Operations workspace. The Interaction and Customer 360 variants together provide an AI-enhanced environment that surfaces the right information at the right moment.
Agentic Contact Center for Insurance users
| User | Description |
|---|---|
| Policy Servicing CSR | Handles all service related requests. They take inbound calls from customers and answer inquiries, resolve issues (like change of contact details), and create cases on the customer's behalf. They also follow-up tasks throughout the day to act on customer insights, such as identifying coverage opportunities. |
| Claims Servicing CSR | Handles all claim related requests, issues and complaints. |
Agentic Contact Center for Insurance example workflow
- A customer calls the insurer's contact center. An integrated CCaaS routes the call to the CSR . For more information, see Interaction Controls Component (ICC) for voice calls.
- When the CSR accepts the call, the Interaction page opens. The customer's profile and policy summary are displayed , and the CSR immediately receives an AI-generated summary of the call based on what has been collected up to that point via the interactive voice response (IVR) or Voice AI agent. This gives the CSR immediate context before the conversation with the customer begins.
- A live transcript of the call is captured and updated continuously throughout the interaction, and serves as the primary input for the
real-time assistance of the AI agent .
For more information about the Interaction page, see Interaction page for Agentic Contact Center for Insurance.
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As the call progresses, an AI agent monitors the live transcript and displays relevant information and recommended next steps in the Now Assist panel when requested by the CSR. The AI agent processes the customer's request and retrieves the appropriate data from knowledge base articles and related systems like CSM, core insurance , and case management. The CSR can view all the relevant customer details like current policy, claims history, and coverage information, in the same window.
- CSRs can also ask their own questions at any time by typing into the Now Assist panel. For example, they may check recent claims activity, check coverage eligibility criteria, or retrieve policy details.
- At any point during or outside of an active call, a CSR can open the Customer 360 page by selecting the customer's name from the Interaction page or searching for the customer. The Customer 360 page opens in a separate tab and provides a comprehensive view of the customer's profile and insurance relationship, including policies, premiums, claims, and coverages. For more information about the Customer 360 page, see Customer 360 page for Agentic Contact Center for Insurance.
- When the call concludes, the system displays a wrap-up summary dialog with configured wrap-up codes. The agent can select a code and submit the wrap-up using an AI-generated call summary. For more information, see Use AI to generate wrap up code and notes summary.
Agentic Contact Center for Insurance benefits
| Benefit | Feature | Users |
|---|---|---|
| Single AI-enhanced page that displays customer policy information, claims history, and insights. | Customer 360 page for Agentic Contact Center for Insurance | Customer service representative |
| Interaction page that generates customer call context and assists CSRs with AI agent support during insurance interactions. | Interaction page for Agentic Contact Center for Insurance | Customer service representative |