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 integrates customer identification, interaction history, and live call transcript analysis into a unified interface that opens automatically when a CSR accepts an interaction such as an inbound voice call. This page supports CSRs throughout the entire interaction lifecycle—from initial contact through case creation and final wrap-up.
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Key Features
- Live Transcript and AI Assistance: During voice interactions, a live transcript is captured and used by the AI-powered Now Assist panel. This AI agent analyzes conversation content and sentiment to provide CSRs with relevant insights, recommendations, and next steps. CSRs can also input queries directly into the panel to retrieve information from customer records, Knowledge Graph, and configured knowledge bases.
- Policyholder Context Summary: CSRs receive an AI-generated overview of the customer’s profile, policies, recent interactions, and case history at the start of the call. This summary gives immediate context without manual research and includes details such as customer/account information, previous issues, affected policies, and related cases. It is only visible when a customer account is linked to the interaction.
- Interaction Form: Displays critical fields such as interaction record number, state, channel type, assigned contributor, associated consumer/account, identity verification status, short description, and work notes for tracking the interaction.
- Additional Page Sections: The page adapts based on customer type—business-to-consumer (B2C) or business-to-business (B2B)—and includes sections like Customer Details (account or individual), Customer History (cases, past interactions, knowledge base access), and a Contextual Side Panel with tabs for related tasks, recent interactions, open cases, policies, activity stream, attachments, templates, and recommended actions.
- Wrap-up Functionality: At interaction conclusion, CSRs can perform wrap-up activities. When configured with wrap-up codes and Now Assist skills, the system can generate AI-powered chat summaries capturing discussed topics and action items to streamline record-keeping.
Benefits for ServiceNow Customers
This Interaction page empowers insurance CSRs to handle customer calls more effectively by consolidating all relevant information and AI-driven insights in a single, dynamic workspace. Customers can expect faster resolution times, enhanced service quality through informed interactions, and improved documentation via AI-generated summaries. The integration with customer records and knowledge bases ensures CSRs have the right context and guidance to respond accurately and efficiently to policyholder needs.
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 Exploring 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.