Work on an interaction in Agentic Contact Center for Banking

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Learn how to manage customer interactions in the Interaction workspace, from accepting incoming chats or calls to resolving issues with AI-powered assistance. This task guides customer service representatives through verifying customer identity, leveraging AI-generated insights, and completing interactions with automated wrap-up summaries.

    Vorbereitungen

    Role required: sn_bom.account_contributor, sn_bom.consumer_contributor

    Prozedur

    1. Navigate to All > Financial Services Operations > Workspace.
    2. When a customer initiates a chat or call, select Accept in the inbox item.
      A new interaction record is created and opens in a new tab in the workspace.
    3. Use 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 Now Assist panel for Agentic AI support, select Ask Now Assist.
      The Now Assist 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.

      For more information, see Request AI Agent support in the Interaction workspace.

    6. After resolving the customer's issues, end the chat or call.
      A wrap-up summary is displayed that includes a record of what was discussed, any action items, and the appropriate wrap-up code.