Configure Agentic Contact Center for Insurance

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.

Configuration overview

• Install Agentic Contact Center for Insurance

  Install the application.

• Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations

  Integrate your CCaaS provider with Agentic Contact Center for Insurance. For more information, see Integrating with contact centers.

• Configure Interaction wrap-up codes and AI skills
  Set up wrap-up codes and activate the Wrap Up Completion skill to enable AI-generated call summaries for your agents.

  Note:

  The Wrap Up Completion skill is dependent on Now Assist for Customer Service Management (CSM).
• Configure AI indexing for Agentic Contact Center for Insurance

  Configure AI indexing for the sources that the AI skills and agents use to retrieve data and perform analysis.

• Configure the insurance customer profile summarization AI skill

  Review and configure the AI skill settings for customer profile summarization in the Customer 360 page.

• Configure the insurance customer interaction context summary AI skill
  Review and configure the AI skill settings for the customer interaction context summary in the Interaction page.

  Note:

  This skill is dependent on the insurance customer profile summarization AI skill.
• Activate AI agents

  Enable agentic AI support in the Customer 360 and Interaction pages.

• Configure Knowledge Graph tags

  Review and configure the knowledge graph tags for each customer type to define the data sources for your AI agents.

• Create a knowledge article

  If required, create knowledge base articles that define any business rules or knowledge you want the AI agents to use as source information.