Agentic Contact Center for Banking release notes
Summarize
Summary of Agentic Contact Center for Banking Release Notes
The Agentic Contact Center for Banking is a new AI-powered application introduced in the Australia release of ServiceNow. It enhances the experience of Customer Service Representatives (CSRs) by streamlining front-office banking operations. The application consolidates customer information, reduces the need to switch between multiple systems, and provides AI-assisted insights and recommendations during customer interactions.
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Key Features
- Customer 360 Workspace: Offers a unified view of customer information, including accounts, cases, and history. It delivers AI-generated summaries, insights, and recommendations to help CSRs quickly understand customer profiles and decide on effective next steps.
- CSR Interaction Workspace: Facilitates live customer conversations by displaying relevant customer details, account information, and interaction history. A customer support AI agent provides real-time contextual insights, call summaries, and suggested next actions to reduce manual effort and call handling time.
- Role-Based Access: Includes specific roles for personal and business banking CSRs, granting scoped access to AI-assisted experiences. These roles allow CSRs to view and manage cases within their access scope, including those created by other agents or submitted through self-service portals. The AI agent inherits these access scopes to deliver more relevant analysis.
Activation and Requirements
- The application is available via the ServiceNow Store and must be installed by requesting it there.
- It depends on the Now Assist for Financial Services Operations (FSO) plugin, which provides the underlying AI agents and workflows used for customer summaries and insights.
Related Capabilities
- Now Assist for Financial Services Operations (FSO): Powers AI agents and workflows integrated into the Agentic Contact Center for Banking to enhance customer interaction insights and operational efficiency.
- Dispute Management: Enables CSRs to manage dispute cases for personal and commercial customers, supporting initiation, investigation, and resolution workflows within the FSO framework.
Practical Benefits for ServiceNow Customers
By adopting Agentic Contact Center for Banking, your banking CSRs gain AI-driven workspaces that consolidate customer data and automate insight generation, leading to faster, more informed interactions. This reduces CSR effort, decreases call handle times, and improves the overall customer service experience. Role-based access ensures secure and appropriate case management, enhancing operational control and efficiency.
The ServiceNow® Agentic Contact Center for Banking application provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations and reduces the challenges CSRs face when navigating multiple systems. Agentic Contact Center for Banking is a new application in the Australia release.
Agentic Contact Center for Banking highlights for the Australia release
- Provide your CSRs with workspaces that offer AI-enabled assistance during customer interactions and profile analysis.
- Handle customer inquiries, review customer insights, and get suggested actions through AI skills and agents.
- View customer data such as account details and recent transactions without toggling between different applications.
See Agentic Contact Center for Banking for more information.
Agentic Contact Center for Banking features
- Customer 360 workspace
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The AI-powered Customer 360 workspace provides a unified single view of customer information across accounts, cases, and customer history. AI-generated summaries, insights, and recommendations help CSRs quickly understand customer profiles and determine the most effective next steps.
- CSR Interaction workspace
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The AI-powered CSR Interaction workspace streamlines live customer conversations by displaying customer details, account information, and interaction history. The customer support AI agent provides real-time contextual insights, call summaries, and recommended next steps to reduce manual effort and decrease handle time.
- Roles for Banking personal and business CSRs
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This application includes roles that grant access to AI-assisted CSR experiences for business and personal banking and wealth customers.
These roles enable CSR agents to view and edit all cases within their granted access scope, including cases created by other agents or submitted via the self-service portal. Banking Personal CSR Agents access all consumer cases and Banking Business CSR Agents access all account cases—both limited to their granted case types. The Now Assist AI agent inherits this scoped access for more relevant analysis.
Activation information
Install Agentic Contact Center for Banking by requesting it from ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugins are new in Australia:
Agentic Contact Center for Banking (sn_fso_csr): Provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations.
Additional requirements
This application is dependent on Now Assist for Financial Services Operations (FSO). For more information, see Now Assist for Financial Services Operations (FSO) release notes.