---
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


---

# Request AI agent support in a customer interaction

# Request AI agent support in the Interaction page {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide
next-step guidance and suggested actions within the Interaction page.

## Before you begin

Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

## About this task

When an interaction with a customer begins, the Banking CSR support AI agent will begin identifying customer intent from the call context and transcript. It will present insights from its findings, then provide next-step
guidance with recommendations and suggested responses.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Initiate an interaction when a customer contacts you.
3. In the Interaction page, select Ask Otto.  
   Note:  
   By default, Ask Otto is available when:
   * The interaction Type is Phone.
   * The Consumer or Account field is not empty.
   * The interaction State is Work in Progress.
   * The Assigned to value is not set to virtual agent.
   {#request-ai-agent-interaction-workspace__ul_qdt_phl_43c}
   The ServiceNow Otto panel displays. The Banking CSR support AI agent starts processing information in data sources and the interaction. It displays information related to the customer's request and presents a list of follow-up options.

   The chat will be specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Otto.
4. Select a follow-up option by selecting a pill or list option, or by directly responding to the AI agent in the chat.

## 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.")

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