Customer 360 page for Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 26, 2026
  • 2 minutes to read
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    Summary of Customer 360 page for Agentic Contact Center for Insurance

    The Customer 360 page in the Agentic Contact Center for Insurance provides customer service representatives (CSRs) involved in policy and claims servicing with a consolidated, role-based view of a customer’s profile, insurance policies, coverage details, and AI-generated summaries. This unified view integrates data from core insurance systems and CRM, enabling CSRs to efficiently access comprehensive customer information either during interactions or independently.

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    Key Features

    • Role-Based Access: The information displayed is tailored to the CSR’s role, differentiating between policy servicing and claims servicing responsibilities.
    • Customer Details: Includes contact information, address, nationality, and date of birth for both individual and corporate customers.
    • Interaction History: A timeline of customer interactions, with filtering options and brief captions to assist in understanding prior engagements.
    • Household Members: Displays linked individuals such as family members or authorized representatives; visible only if the CSM Household plugin is installed and applicable to B2C customers.
    • AI-Generated Summary: Provides a concise overview of the customer’s relationship, including active policies and premium status; CSRs should verify the accuracy against underlying data before taking action.
    • Overview Metrics: Graphical cards showing total premiums paid and cases, with breakdowns at the policy level.
    • Policies and Coverages: Dropdown listing all policies held or participated in by the customer, with key policy details displayed upon selection.
    • Cases Section: Displays relevant cases based on CSR role—policy servicing CSRs see policy-related cases, while claims servicing CSRs see claims-related cases, including those created via self-service portals. Cases include detailed information and support filtering and sorting by recency.
    • Contextual Side Panel: Provides quick access to supplementary tools such as activity streams, attachments, templates, recommended actions, and related items.
    • Available Actions: Includes features like “Ask Now Assist” to invoke the Insurance CSR customer insights AI agent for contextual responses, and “Create Case” to initiate new cases directly from the page.

    Practical Considerations

    • The Household members feature requires the CSM Household plugin and applies only to consumer (B2C) customers.
    • AI-generated summaries are intended to assist CSRs but should be cross-checked with actual policy and case data to ensure accuracy before decision-making.
    • CSRs can access the Customer 360 page from the Interaction page contact card or navigate to it directly for customer review outside of calls.

    Key Outcomes

    By using the Customer 360 page, ServiceNow customers in insurance can streamline customer interactions through a comprehensive, role-specific overview that consolidates critical customer data and case information. This enhances CSR efficiency, improves customer experience by providing actionable insights and easy access to relevant information, and supports informed decision-making during policy servicing and claims management.

    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.

    CSR agents get a unified view of a customer's relationship on the Customer 360 page. CSRs can open it by selecting the customer's name from the Interaction page contact card, or navigate to it directly when reviewing a customer outside of a call. The page is for both individual and corporate insurance customers and provides consolidated information from core insurance and CRM based on the scope of the user role.

    The customer summary is an AI-generated summary that provides the CSR with a concise overview of the customer's relationship with the insurer. The details provided in the summary are based on the scope of the role. The following details are displayed for both roles:

    • Details: customer contact details, address, nationality, and date of birth.
    • Interaction history: customer interaction history (which can be filtered using different options) with timelines and brief caption about interaction, in the interaction history panel .
    • Household members: details of individuals linked to the consumer, such as family members or authorized representatives.
    • Summary: customer vintage and brief summary of the customer's active policies, upcoming or overdue premium, if any.
    • Overview: metric cards with graphical representations of the customer's total premium paid and cases, with policy level splits.
    • Policies and Coverages: drop-down list containing all policies held by the customer, plus any policies they are acting as a participant in. When a policy is selected, a card displays the product name, policy number, coverage amount, and policy status.
    • Cases: view of this section depends on the scope of the role.
      • Policy servicing CSRs can view the list of policy servicing cases, including those created by other agents or customers through the self-service portal or any claims they act as a participant in. Policy servicing CSR workspace showing customer details, an AI-generated summary, interaction history, and premium and service cases overview charts. For details, refer to the surrounding text.
      • Claims servicing CSRs can view the list of claims related cases including those created by other agents or customers through the self-service portal or any claims they act as a participant in. Claims CSR workspace showing customer details, an AI-generated summary, interaction history, and premium and claim payout overview charts. For details, refer to the surrounding text.

    The list shows details like customer name, case number, lodgement date and time, case type, status, and assigned handler. Cases are sorted with the most recent first. CSRs can also filter cases using the available filters.

    Note:
    The policy servicing CSR can view only policy-related cases and the claims servicing CSR can view only claims cases.

    The Household members section is visible only if the CSM Household plugin is installed and is applicable only to B2C customers. See Configuring households for more information about the Household plugin.

    Warning:
    AI-generated summaries may not always be accurate. CSRs must review the underlying policy and case data before acting on any AI-generated content.

    Contextual side panel

    The contextual side panel appears on the page and provides access to supplementary tools and related record information. The following default CSM components are available in the panel:

    • Activity stream
    • Attachments
    • Templates
    • Recommended Actions
    • Related items

    Actions

    The following table shows the available actions in the Customer 360 page.

    Table 1. Available actions
    Name Description
    Ask Now Assist Opens the Now Assist panel and initiates the Insurance CSR customer insights AI agent. The AI agent uses the customer's profile and policy data to surface contextual responses. For more information, see Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance.
    Create case Opens the Create case window to create a case for the customer.