Exploring Agentic Contact Center for Banking

Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.

Agentic Contact Center for Banking overview

Bank CSRs routinely handle inbound customer calls that require navigating multiple systems to locate the information needed to serve a customer, such as core banking platforms, CRM tools, and case management applications. 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.

Agentic Contact Center for Banking addresses these challenges by consolidating customer data and embedding AI assistance directly into the Financial Services Operations workspace. The plugin introduces two purpose-built CSM page variants: Interaction and Customer 360. Together, they provide an AI-enhanced environment that surfaces the right information at the right moment.

Agentic Contact Center for Banking users

Table 1. Users

User	Description
Banking personal CSRs	Handle individual retail customer accounts. They take inbound calls from customers and answer inquiries, resolve issues, and raise service requests on the customer's behalf. They also perform other follow-up tasks throughout the day to act on customer insights, such as identifying opportunities for customers.
Banking business CSRs	Perform the same functions as banking personal CSRs, but for corporate or commercial accounts.

Agentic Contact Center for Banking example workflow

The following image shows an example workflow of a CSR working on a customer interaction in Agentic Contact Center for Banking.

Figure 1. Working on a customer interaction in Agentic Contact Center for Banking

1. A customer calls the bank's contact center. An integrated CCaaS routes the call to the human CSR agent. For more information, see .
2. When the CSR accepts the call, the Interaction page opens. The customer's details 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 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 AI agent's real-time assistance.

   For more information about the Interaction page, see Interaction page for Agentic Contact Center for Banking.

4. As the call progresses, an AI agent monitors the live transcript and surfaces relevant information and recommended next steps in the ServiceNow Otto panel when requested by the CSR. The AI agent interprets the customer's request and retrieves the appropriate data from the configured knowledge graph and knowledge base articles.

5. CSRs can also ask their own questions at any time by typing into the ServiceNow Otto panel. For example, they may look up recent account transactions, check product eligibility criteria, or retrieve policy information.
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 financial relationship with the bank. For more information about the Customer 360 page, see Customer 360 page for Agentic Contact Center for Banking.
7. When the call concludes, a wrap-up summary dialog displays 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 .

Agentic Contact Center for Banking benefits

Table 2. Agentic Contact Center for Banking benefits

Benefit	Feature	Users
Single AI-enhanced page that displays customer information and insights	Customer 360 page for Agentic Contact Center for Banking	Customer service representative
Interaction page that automates identity verification, generates customer call context, and assists CSRs with AI agent support	Interaction page for Agentic Contact Center for Banking	Customer service representative

What to explore next

To learn more about configuring and using Agentic Contact Center for Banking, see:

• Customer 360 page for Agentic Contact Center for Banking
• Interaction page for Agentic Contact Center for Banking
• Configuring Agentic Contact Center for Banking

• Customer 360 page for Agentic Contact Center for Banking
  The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.
• Interaction page for Agentic Contact Center for Banking
  The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.
• AI skills in Agentic Contact Center for Banking
  AI skills in Agentic Contact Center for Banking generate customer summaries that help customer service representatives understand customer profiles and call context. These skills combine customer data, product ownership, transaction history, and interaction records to provide comprehensive overviews.
• Agentic Contact Center for Banking AI agents overview
  Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The Banking CSR Customer Insights and Banking CSR Support agents help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.