Summarize an insurance customer profile in Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 13, 2026
  • 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 Now Assist for FSO.

    Customer summary section with Profile and Status subsections generated by the Insurance Customer Profile Summarization skill.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    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.

      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 Now Assist in the Customer 360 page. For more information, see Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance.