--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Interaction page # Interaction page for Agentic Contact Center for Banking {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Interaction page for Agentic Contact Center for Banking The Interaction page is designed to assist customer service representatives (CSRs) during active banking customer interactions by consolidating customer details, live call transcript analysis, and AI-driven assistance into a single interface. It opens automatically when a CSR accepts an inbound call, displaying identified customer information and enabling management of the interaction from initial contact through case creation and wrap-up. Show full answer Show less ## Key Features * **Live Transcript and AI Assistance:** The page captures a live transcript of the voice interaction, which the AI agent analyzes to interpret customer requests. CSRs receive relevant information, recommendations, and next steps via the ServiceNow Otto panel. CSRs can also input questions directly for AI support, with responses based on customer records, Knowledge Graph, and configured knowledge bases. * **Customer Context Summary:** An AI-generated summary provides CSRs with immediate context by presenting customer profile data, products, recent interactions, and case history. This summary helps CSRs understand the customer's background and issues without manual research and appears only when an account or consumer is associated with the interaction. * **Interaction Form:** Displays key fields such as interaction number, state, channel type, assigned contributor, associated consumer/account, verification status, and a brief description of the interaction's nature. * **Page Sections:** Tailored views depending on whether the customer is retail (B2C) or commercial (B2B). Sections include detailed customer or account information, customer history encompassing cases and past interactions, and a contextual side panel providing related tasks, recent interactions, open cases, financial accounts, activity streams, attachments, templates, and recommended actions. * **Wrap-up:** At interaction conclusion, CSRs can use configured wrap-up codes and the Wrap Up Completion ServiceNow Otto skill to generate an AI-powered chat summary, capturing discussion points and action items for record-keeping. ## Practical Benefits for ServiceNow Customers * Enables CSRs to efficiently handle banking customer interactions by integrating customer data and AI assistance in a unified interface. * Improves responsiveness and accuracy through live transcript analysis and AI-driven recommendations, enhancing service quality. * Reduces manual research time with AI-generated customer context summaries, supporting faster and more informed decisions. * Supports comprehensive case management from call initiation to wrap-up, including automated summarization for consistent documentation. * Provides flexible tools and information tailored to both retail and commercial banking customers, supporting diverse service needs. The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions. CSRs use this page during an active interaction with a banking customer. It combines customer information, contextual history, and AI-powered assistance in a single page. When a CSR accepts an inbound call, the page opens automatically and displays the identified customer's details. The CSR can manage the entire interaction in this space---from first contact to case creation and wrap-up. ## Live transcript and AI-driven assistance {#interaction-workspace-for-agentic-contact-center-for-banking__section_live_transcript} During an active voice interaction, a live transcript of the conversation is captured. The transcript serves as the primary input for the AI agent. As the conversation progresses, the AI agent reads the transcript, interprets the customer's request, and surfaces relevant information and recommended next steps in the ServiceNow Otto panel whenever the CSR agent prompts it for recommendations. The AI agent references customer records, Knowledge Graph, and your configured knowledge bases. CSRs can also type their own questions directly into the ServiceNow Otto 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 Banking AI agents overview](https://www.servicenow.com/docs/o6sp4KvbhYbuOfjAmcSPxQ "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."). ## Customer context summary {#interaction-workspace-for-agentic-contact-center-for-banking__section_customer_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, products, recent interactions, and case history at the time the interaction begins, giving the CSR immediate context without manual research. The customer summary includes: * Customer or account details * Similar issues that the customer has previously contacted the bank about * Products affected by the current issue * Related cases {#interaction-workspace-for-agentic-contact-center-for-banking__ul_kbv_2db_l3c} The customer summary is not visible when no account or consumer has been associated with the interaction. For more information, see [Summarize banking customer interaction context with AI](https://www.servicenow.com/docs/TOMx~uVEIIPSiqOUoO8IAw "The Customer Interaction Context Summary skill is used in the Interaction page. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history."). ## Interaction form {#interaction-workspace-for-agentic-contact-center-for-banking__section_uzt_cq2_m3c} The Interaction section displays form that shows the following fields:{#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c__entry__2} | 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 if the customer's identity has been verified by the contributor during the interaction. | | Short description | A brief description of the nature of the interaction. | [Table 1. Interaction form fields] {#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c} ## Other page sections {#interaction-workspace-for-agentic-contact-center-for-banking__section_bj1_jr2_m3c} The following table lists other sections in the Interaction page. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B). {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c__entry__3} | Name | Customer type | Description | |-|-|-| | Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. | | Customer details | Customer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | | Customer history | Both | Includes all activities of the customer, including cases created, past interactions, and knowledge bases accessed. | [Table 2. Page sections] {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c} ## Contextual side panel {#interaction-workspace-for-agentic-contact-center-for-banking__section_contextual_side_panel} The contextual side panel appears on the right side of the page and provides access to supplementary tools and record-related information. The panel tabs are displayed in the following order: 1. Related lists---includes Related Tasks, Recent Interactions, Open Cases, and Financial Accounts 2. Activity stream 3. Attachments 4. Templates 5. Recommended Actions {#interaction-workspace-for-agentic-contact-center-for-banking__ol_p1w_b2b_l3c} The Activity stream tab displays the activity stream for the interaction record, allowing CSRs to review and add notes without leaving the page. ## Wrap-up {#interaction-workspace-for-agentic-contact-center-for-banking__section_wrap_up} The agent wraps up the interaction when it concludes. When wrap-up codes are set up and the Wrap Up Completion ServiceNow Otto skill is configured, the agent can generate an AI-powered chat summary. This summary provides a record of what was discussed and any action items in the interaction. For more information, see the following topics: * [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * {#interaction-workspace-for-agentic-contact-center-for-banking__ul_tlp_2cx_q3c} **Related concepts** * [Exploring Agentic Contact Center for Banking](https://www.servicenow.com/docs/pBtKWftdgI9pWYvd26qU9A "Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.") * [Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Nsu13wS5sp88YVBCm4alWA "The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.") **Related topics** *