Agentic Contact Center for Insurance release notes
Summarize
Summary of Agentic Contact Center for Insurance Release Notes - Australia
The ServiceNow® Agentic Contact Center for Insurance application offers Customer Service Representatives (CSRs) a unified workspace to efficiently manage insurance operations and multiple applications simultaneously. The Australia release introduces AI-enhanced features to improve customer engagement, accelerate interaction resolution, and consolidate customer information in one interface.
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Key Features
- Customer 360 Page: Provides a comprehensive view of insurance customer data including contact details, policies, family members covered, premiums, claims, coverages, interaction history, and attachments.
- CSR Interaction Page: Displays customer profiles, live interactions, policies, case histories (both open and closed), attachments, and related tasks. AI agents generate conversation summaries and recommend next steps to streamline administrative work and reduce resolution times.
- Specialized Roles: Enables Servicing and Claims agents to manage cases within permitted scopes, including those initiated by colleagues or self-service portals. Role-based controls manage visibility of claims and case data on the Customer 360 page.
Activation and Requirements
The application is available for installation via the ServiceNow Store. It requires the Now Assist for Financial Services Operations (FSO) plugin to provide AI agent capabilities and agentic workflows for generating customer summaries and insights. Activation and configuration details are provided in the Now Assist for FSO release notes.
Related Applications
- Now Assist for Financial Services Operations (FSO): Delivers AI agents and workflows that integrate with Agentic Contact Center for Insurance to enhance customer insights.
- Agentic Contact Center for Banking: Offers banking CSRs workspaces to reduce research time and application switching while improving customer interactions.
- Personal Lines Servicing: Facilitates service request management for personal insurance policies.
- Commercial Lines Servicing: Supports initiation, processing, underwriting, and fulfillment of commercial insurance policy service requests.
The ServiceNow® Agentic Contact Center for Insurance application provides a workspace for Customer Service Representatives (CSRs) to run insurance operations efficiently and manage multiple applications simultaneously. Agentic Contact Center for Insurance Australia release.
Agentic Contact Center for Insurance highlights for the Australia release
- Provides CSRs with workspaces that include AI support for customer engagement and profile evaluation.
- Accelerates interaction resolution with AI insights, customer analysis, and action recommendations.
- Enables CSR agents to access consolidated customer information including policy details, recent interactions, and related products information within a unified interface.
See for an overview of features and capabilities.
Agentic Contact Center for Insurance features
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The Customer 360 page delivers a consolidated view of insurance customer data spanning contact details, policies, details of family members covered, premiums, claims, coverages, interaction history, and attachments.
- Interaction page for Agentic Contact Center for Insurance
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The CSR Interaction page provides customer contact details and profiles, live interactions, policies, interaction history, open and closed cases, attachments, and related tasks.The AI agent generates conversation summaries and next-step recommendations to help reduce administrative tasks and resolution times.
- Components installed with Agentic Contact Center for Insurance
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This application provides specialized roles for Servicing & Claims agents that enable CSR capabilities for insurance operations. With these roles, you can access and modify cases within the permitted scope, encompassing cases initiated by colleagues or through the self-service portal. You can also control the visibility of claims and case data on the Customer 360 page.
Activation information
Install Agentic Contact Center for Insurance 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 Insurance (sn_ins_csr): Provides tools to manage insurance front-office workflows and operations.
Additional requirements
This application requires Now Assist for Financial Services Operations (FSO). For activation and configuration details, see Now Assist for Financial Services Operations (FSO) release notes.