Exploring Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 20, 2026
  • 3 minutes to read
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    Summary of Exploring Agentic Contact Center for Insurance

    Agentic Contact Center for Insurance is designed to streamline customer service interactions by providing insurance customer service representatives (CSRs) with a unified, AI-enhanced workspace. This platform consolidates policy data, live call transcripts, and AI-generated guidance into a single interface, minimizing application switching and research time. It integrates data from core insurance, Customer Service Management (CSM), and case management systems, improving interaction quality and reducing errors during calls.

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    Key Features

    • Integrated AI Assistance: An AI agent monitors live call transcripts in real time, offering relevant information and recommended next steps through the Now Assist panel to support CSRs during customer interactions.
    • Consolidated Customer Information: The Interaction page displays the customer’s profile, policy summary, and AI-generated call context immediately upon call acceptance.
    • Customer 360 Page: Provides a comprehensive view of the customer’s insurance relationship—including policies, premiums, claims, and coverages—in a separate tab accessible anytime during or outside active calls.
    • Call Wrap-Up Assistance: After calls, CSRs receive an AI-generated summary to help select wrap-up codes and finalize the interaction efficiently.
    • Support for Different CSR Roles: Enables both Policy Servicing CSRs and Claims Servicing CSRs to handle their respective service and claims-related inquiries effectively within the same workspace.

    Practical Benefits for ServiceNow Customers

    • Reduces call handling times by eliminating the need to switch between multiple applications.
    • Improves accuracy and quality of customer interactions by providing immediate, AI-driven insights and recommendations.
    • Enhances CSR productivity with a single interface that consolidates all relevant policy and claims data.
    • Enables quicker and more informed decision-making during calls, leading to improved customer satisfaction.

    Next Steps

    ServiceNow customers can explore configuration and usage guidance on how to implement and optimize Agentic Contact Center for Insurance. Additional resources include detailed references for the Interaction page and Customer 360 page components, as well as instructions on using AI features for call wrap-up.

    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

    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

    Table 1. 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

    1. 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.
    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.

    4. 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.

    5. 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.
    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.
    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 Use AI to generate wrap up code and notes summary.

    Agentic Contact Center for Insurance benefits

    Table 2. 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

    What to explore next

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