--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Exploring Agentic Contact Center for Insurance # Exploring Agentic Contact Center for Insurance {#ariaid-title1} * Release version: Australia * * Updated May 20, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Agentic Contact Center for Insurance Agentic Contact Center for Insurance provides insurance customer service representatives (CSRs) with a unified, AI-enhanced workspace that consolidates customer policy data, live call transcripts, and AI-generated guidance. This integrated environment reduces the need for application switching, shortens research time, and improves the quality of customer interactions by presenting relevant information directly within the Financial Services Operations workspace. Show full answer Show less The solution is tailored to the CSR role scope and supports handling inbound calls efficiently by minimizing hold times and reducing errors stemming from navigating multiple systems. ## Key Features * **Single AI-enhanced workspace:** Combines customer policy details, claims history, and interaction insights in one view through the Customer 360 page. * **Interaction page:** Opens automatically when a call is accepted, showing the customer profile, policy summary, and an AI-generated call summary based on IVR or Voice AI inputs to provide immediate context. * **AI agent support:** Continuously monitors live call transcripts and offers real-time assistance, including recommended next steps and data retrieval from core insurance systems, case management, and knowledge bases. * **Interactive AI queries:** CSRs can type questions directly into the ServiceNow Otto panel to access specific customer information or eligibility criteria during or outside calls. * **Customer 360 page:** Provides a comprehensive, detailed view of the customer's insurance profile, including policies, premiums, claims, and coverage, accessible anytime. * **Call wrap-up support:** After calls, CSRs receive an AI-generated summary and can select wrap-up codes to efficiently close interactions. ## Users * **Policy Servicing CSR:** Manages service-related requests, inbound calls, inquiries, issue resolution, case creation, and customer follow-ups. * **Claims Servicing CSR:** Handles claims-related requests, issues, and complaints. ## Benefits * **Improved efficiency:** Reduces application switching and research time, boosting CSR productivity. * **Enhanced interaction quality:** Provides timely, AI-driven insights and context, improving customer experience. * **Comprehensive customer view:** Enables CSRs to access all relevant customer information through a single interface. * **Simplified call handling:** AI-generated summaries and wrap-up codes streamline call closure and documentation. ## Next Steps ServiceNow customers can explore configuration and usage guidance to implement Agentic Contact Center for Insurance effectively. Key resources include setup instructions, component configuration, and detailed pages on Customer 360 and Interaction interfaces. 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 {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-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 {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-users} {#explore-agentic-contact-center-for-insurance__table_srb_c5b_c3c__entry__2} | 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. | [Table 1. Users] {#explore-agentic-contact-center-for-insurance__table_srb_c5b_c3c} ## Agentic Contact Center for Insurance example workflow {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-workflow} 1. A customer calls the insurer's contact center. An integrated CCaaS routes the call to the CSR . For more information, see . 2. 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. 3. 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](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions."). 4. As the call progresses, an AI agent monitors the live transcript and displays relevant information and recommended next steps in the ServiceNow Otto 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. 5. CSRs can also ask their own questions at any time by typing into the ServiceNow Otto panel. For example, they may check recent claims activity, check coverage eligibility criteria, or retrieve policy details. 6. 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](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles."). 7. 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 . {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-workflow-ol} ## Agentic Contact Center for Insurance benefits {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-benefits} {#explore-agentic-contact-center-for-insurance__table_vrb_c5b_c3c__entry__3} | 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](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.") | 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](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.") | Customer service representative | [Table 2. Agentic Contact Center for Insurance benefits] {#explore-agentic-contact-center-for-insurance__table_vrb_c5b_c3c} ## What to explore next {#explore-agentic-contact-center-for-insurance__cf-exploring-parent-links} To learn more about configuring and using Agentic Contact Center for Insurance, see: * [Use Agentic Contact Center for Insurance](https://www.servicenow.com/docs/2wBDm0zmxwaSeRcmhopSlQ "Learn about the tasks insurance customer service representatives perform in Agentic Contact Center for Insurance to manage interactions with AI-powered assistance, review customer insurance profiles, and generate customer insights.") * [Configure Agentic Contact Center for Insurance](https://www.servicenow.com/docs/hPzTzkOFioMAagmBZz3Wcw "Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.") * [Components installed with Agentic Contact Center for Insurance](https://www.servicenow.com/docs/l3NPIGk~ug96qQoN6kY_2Q "Review the roles and other components installed when you activate Agentic Contact Center for Insurance.") {#explore-agentic-contact-center-for-insurance__ul_wrb_c5b_c3c} **Related concepts** * [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.") * [Interaction page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/IKdX9GK_rP2Hd2YRrvI~Zg "The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.") **Related reference** * [Agentic Contact Center for Insurance reference](https://www.servicenow.com/docs/Gk7buFhteTyO7oemXWvRtg "Learn about the components and properties that are installed with Agentic Contact Center for Insurance.")