Interaction page for Agentic Contact Center for Insurance
Summarize
Summary of Interaction page for Agentic Contact Center for Insurance
The Interaction page is a specialized workspace designed for insurance customer service representatives (CSRs) to efficiently manage active customer interactions. It consolidates customer identification, interaction history, live call transcript analysis, and AI-powered assistance into a single interface that opens automatically when a CSR accepts an interaction such as an inbound voice call. This page enables CSRs to handle the entire interaction lifecycle—from initial contact through case creation and wrap-up—within one unified view.
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Key Features
- Live Transcript and AI Assistance: During live voice interactions, a transcript of the conversation is captured and processed by an AI agent. This agent powers the Now Assist panel, providing CSRs with real-time insights, recommendations, and next steps by querying customer records, Knowledge Graph, and configured knowledge bases. CSRs can also manually query the AI for support at any time.
- Policyholder Context Summary: AI-generated summaries give CSRs immediate context about the customer, including profile details, policies, recent interactions, and case history. This summary reduces the need for manual research and is available when a customer account is linked to the interaction.
- Interaction Form: Displays essential interaction details such as record number, state, communication channel, assigned CSR, associated consumer/account, identity verification status, short description, and work notes.
- Page Sections Adapted to Customer Type: The page adapts content based on whether the customer is an individual policyholder (B2C) or a commercial client (B2B). Sections include Customer Details, Customer History, and a Contextual Side Panel.
- Contextual Side Panel: Provides access to related records and supplementary tools via tabs like Related Lists (tasks, recent interactions, open cases, policies), Activity Stream (for reviewing and adding notes), Attachments, Templates, and Recommended Actions.
- Wrap-up Functionality: At interaction conclusion, CSRs can use AI-driven wrap-up codes and generate chat summaries that document the conversation and action items, streamlining post-interaction processes.
Customer Benefits
- Enables CSRs to rapidly access comprehensive customer information and interaction history in one place, improving service speed and accuracy.
- Leverages AI to provide real-time assistance, reducing CSR effort and enhancing the quality of customer engagement.
- Supports both individual and commercial insurance customers with tailored information presentation.
- Facilitates thorough and efficient wrap-up of interactions, ensuring accurate recording of outcomes and follow-up actions.
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.
The Interaction page opens automatically when a CSR accepts a customer interaction, such as an inbound voice call. CSRs use this page during an active interaction with an insurance customer. It combines policyholder information, contextual history, and AI-powered assistance in a single page. The CSR can manage the entire interaction in this page—from the first interaction to case creation and wrap-up.
Live transcript and AI-driven assistance
During an active voice interaction, a live transcript of the conversation is captured. The transcript serves as the primary input for the AI agent that powers the Now Assist panel.
As the conversation progresses, the AI agent processes the customer's request, and displays relevant information and recommended next steps in the Now Assist panel when the CSR requests recommendations . The AI agent queries customer records, Knowledge Graph, and your configured knowledge bases.
CSRs can also type their own questions directly into the Now Assist panel at any time. The panel displays responses from the AI agent in a structured format that may include insights, recommendations, and guidance based on the content and sentiment of the conversation.
For more information, see Agentic Contact Center for Insurance .
Policyholder context summary
The customer context summary provides the CSR with an AI-generated overview of the customer before and during the call. This context-based summary is generated from the customer's profile, policies, recent interactions, and case history at the time the interaction begins, providing the CSR with immediate context without manual research .
The customer summary includes:
- Customer or account details
- Similar issues that the customer has previously contacted the insurer about
- Policies and coverages affected by the current issue
- Related cases
The customer summary is not visible when no account or consumer has been associated with the interaction.
For more information, see .
Interaction form
| Field | Description |
|---|---|
| Number | The interaction record number. |
| State | The state of the record. |
| Type | The channel where the interaction was initiated. |
| Assigned to | The contributor assigned to the interaction. |
| Consumer / Account | The consumer or account record associated with the interaction. |
| Verified | Indicates whether the customer's identity has been verified by the contributor during the interaction. |
| Short description | A brief description of the nature of the interaction. |
| Work notes | Notes or remarks about the interaction . |
Other page sections
The following table lists other sections in the Interaction page. Page content varies depending on whether the customer is an individual policyholder ( business-to-consumer (B2C) ) or a commercial one ( business-to-business (B2B) ).
| Name | Customer type | Description |
|---|---|---|
| Customer details | Account | Displays the customer name, primary contact, phone number, email address, industry, and doing-business-as name. |
| Customer | Displays the policyholder's name, address information, date of birth, nationality, phone number, and email. | |
| Customer history | Both | Includes all customer activity, such as cases created, past interactions, and knowledge bases accessed. |
Contextual side panel
The contextual side panel appears and provides access to supplementary tools and record-related information. The panel tabs are displayed in the following order:
- Related lists—includes Related Tasks, Recent Interactions, Open Cases, and Insurance Policies
- Activity stream
- Attachments
- Templates
- Recommended Actions
The Activity stream tab displays the activity stream for the interaction record, enabling CSRs to review and add notes without leaving the page.
Wrap-up
The CSR wraps up the interaction when it concludes. When wrap-up codes are set up and the Wrap Up Completion Now Assist skill is configured, the CSR can generate an AI-powered chat summary. This summary provides a record of what is discussed and any action items in the interaction.