---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Generate customer insights with an AI agent

# Generate customer insights in the Customer 360 page {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for
callbacks, conduct proactive outreach, and identify high-value customers requiring attention.

## Before you begin

Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

## About this task

When requested, the Banking CSR customer insights AI agent will begin consolidating customer data and presents persona-based insights to help CSR agents prepare for callbacks, perform proactive outreach, or identify
high-value customers that need attention.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Open a customer record.  
   The customer record displays in the Customer 360 page.
3. Select Ask Otto.  
   The ServiceNow Otto panel displays. The Banking CSR customer insights AI agent begins analysis and displays customer insights, highlighting priority items and suggested follow-up steps. Pills are displayed for certain insights.
4. Select a pill to perform that action, or engage in conversation with the agent to have it assist with answering questions and reviewing the customer's profile.

## Result

The AI agent answers your questions using information from its configured knowledge sources.
**Related concepts**   

* [Agentic Contact Center for Banking AI agents overview](https://www.servicenow.com/docs/98QCq7gsBjKwElOHHWOtug "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.")

*[\>]: and then