---
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


---

# Work on an interaction

# Work on an interaction in Agentic Contact Center for Banking {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives (CSRs) can verify customer identity, use AI-generated
insights, and complete interactions with automated wrap-up summaries.

## Before you begin

Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Initiate an interaction in the workspace.
   * When a customer initiates a call, select Accept in the inbox item.
   * Manually create a new interaction record in the workspace.

   {#work-on-an-interaction__choices_tks_m5z_43c}  
   A new interaction record is created and opens in a new tab in the workspace.
3. Review the Customer context summarization to get an AI-generated snapshot of the customer's situation and sentiment when the call begins.
4. After verifying the customer's details and identity, select Verified in the Interaction form to confirm.
5. To open the ServiceNow Otto panel for agentic AI support for this interaction, 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.
   {#work-on-an-interaction__ul_qdt_phl_43c}

   The ServiceNow Otto panel displays and the Banking CSR support AI agent analyzes the intent of the conversation, highlights any insights relevant to the customer, and offers next-step guidance.

   The chat is specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Otto.

   For more information, see [Request AI agent support in the Interaction page](https://www.servicenow.com/docs/fws_gOiBqnE0JLNlJJTtPA "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.").
6. After resolving the customer's issues, end the chat or call.
7. Wrap up the interaction.  
   When wrap-up codes are set up and the Wrap Up Completion ServiceNow Otto skill is configured, you can generate an AI-powered chat summary. This summary provides a record of what was discussed and any action items in the interaction.
{#work-on-an-interaction__steps_oy5_cgx_q3c}

## Result

The interaction is closed.
**Related concepts**   

* [Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/eKMOxzl1o961z9aaDQ57uw "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.")  
**Related tasks**   

* [Summarize banking customer interaction context with AI](https://www.servicenow.com/docs/Bh8ehxH6ocjDe6MSxjn9Cg "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.")
* [Request AI agent support in the Interaction page](https://www.servicenow.com/docs/fws_gOiBqnE0JLNlJJTtPA "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.")  
**Related topics**   

* [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US)
* [Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/access?context=ai-generated-wrap-up-codes-and-notes-summary&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)

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