---
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


---

# Summarize an insurance customer profile with AI

# Summarize an insurance customer profile in Agentic Contact Center for Insurance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate an AI-powered summary of an insurance customer's profile and policy status in the Agentic Contact Center for Insurance Customer 360 page so that you can quickly understand the customer's insurance relationship before or during a service interaction.

## Before you begin

Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

## About this task

The Insurance Customer Profile Summarization skill is used as part of Agentic Contact Center for Insurance to generate a concise and comprehensive overview of a customer's identity and insurance portfolio.

The summary is displayed in the Customer summary section of the Customer 360 page. When the Insurance Customer Profile Summarization skill is not activated, this section is not displayed. For
information about activating the skill, see [Configure insurance customer profile summarization in ServiceNow Otto for FSO](https://www.servicenow.com/docs/5QMSjza~15uBrCxLdk6MgQ "Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.").

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Open a customer record to display the Customer 360 page.  
   The Customer summary section displays an AI-generated summary of the customer's insurance profile with the following subsections:
   * Profile: A brief overview of the customer and their active insurance policy types.
   * Status: The current state of the customer's most relevant policy, including any overdue premiums or upcoming renewals.

   {#summarize-insurance-customer-profile__ul_summary_subsections}

   To provide feedback on the accuracy of the summary, select the thumbs up or thumbs down icon.

## What to do next

To get additional AI-powered insights about the customer's insurance details, select Ask Otto in the Customer 360 page. For more information, see [Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/_fEO0wQ_I9J7tdwP76KbBQ "Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details, including policies, coverages, claims, and servicing history, without navigating away from the workspace.").
**Related tasks**   

* [Configure insurance customer profile summarization in ServiceNow Otto for FSO](https://www.servicenow.com/docs/5QMSjza~15uBrCxLdk6MgQ "Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.")
* [Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/_fEO0wQ_I9J7tdwP76KbBQ "Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details, including policies, coverages, claims, and servicing history, without navigating away from the workspace.")

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