Exploring Agentic Contact Center for Banking
Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.
Agentic Contact Center for Banking overview
Bank CSRs routinely handle inbound customer calls that require navigating multiple systems to locate the information needed to serve a customer, such as core banking platforms, CRM tools, and case management applications. Constant application switching increases handling time, raises the risk of error, and forces customers to wait on hold while agents gather data on their call.
Agentic Contact Center for Banking addresses these challenges by consolidating customer data and embedding AI assistance directly into the Financial Services Operations workspace. The plugin introduces two purpose-built workspaces: Interaction and Customer 360. Together, they provide an AI-enhanced environment that surfaces the right information at the right moment.
Agentic Contact Center for Banking users
| User | Description |
|---|---|
| Consumer contributors | Handles individual retail customer accounts. They take inbound calls from customers and are responsible for answering inquiries, resolving issues, and raising service requests on the customer's behalf. Consumer contributors also perform other follow up tasks throughout the day to act on customer insights, such as identifying opportunities for customers. |
| Account contributors | Does the same as consumer contributors, but for corporate or commercial accounts. |
Agentic Contact Center for Banking example workflow
The following image shows an example workflow of a CSR working on a customer interaction in Agentic Contact Center for Banking.
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A customer calls the bank's contact center. Before the call reaches a human CSR, it may pass through an IVR system or a Voice AI agent that collects initial information and attempts automated resolution. If the inquiry requires human handling, the call is transferred to a CSR.
When the CSR accepts the call, the system performs automatic customer identification using information already gathered during the IVR or Voice AI interaction. This includes details such as full name, date of birth, account number, and contact information. Automating this step eliminates the need for the CSR to manually verify the caller's identity at the start of every call.
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When the CSR accepts the call, the Interaction workspace opens. The customer's details are displayed, and the CSR immediately receives an AI-generated summary of the call based on what has been collected up to that point via the IVR or Voice AI agent. This gives the CSR immediate context before the conversation with the customer begins.
A live transcript of the call is captured and updated continuously throughout the interaction, and serves as the primary input for the AI agent's real-time assistance. For more information about the Interaction workspace, see Interaction workspace for Agentic Contact Center for Banking.
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As the call progresses, an AI agent monitors the live transcript and proactively surfaces relevant information and recommended next steps in the Now Assist panel without requiring the CSR to type a query. The agent interprets the customer's request and retrieves the appropriate data from customer records, knowledge base articles, and the bank's configured knowledge graph.
CSRs can also ask their own questions at any time by typing into the Now Assist panel. For example, they may look up recent account transactions, check product eligibility criteria, or retrieve policy information.
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At any point during or outside of an active call, a CSR can open the Customer 360 workspace by selecting the customer's name from the Interaction workspace or searching for the customer. The Customer 360 workspace opens in a separate tab and provides a comprehensive view of the customer's profile and financial relationship with the bank. For more information about the Customer 360 workspace, see Customer 360 workspace for Agentic Contact Center for Banking.
- When the call concludes, a wrap-up summary displays that includes a record of what was discussed, any action items, and the appropriate wrap-up code.
Agentic Contact Center for Banking benefits
| Benefit | Feature | Users |
|---|---|---|
| Single AI-enhanced workspace that displays customer information and insights | Customer 360 workspace for Agentic Contact Center for Banking | Customer service representative |
| Interaction workspace that automates identity verification, generates customer call context, and assists CSRs with AI agent support | Interaction workspace for Agentic Contact Center for Banking | Customer service representative |