--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations Release : - australia ft:locale : - de-DE ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Interaction workspace # Interaction workspace for Agentic Contact Center for Banking {#ariaid-title1} * Freigeben Version: Australia * * Aktualisiert 12. März 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer The Interaction workspace provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions. CSRs use this workspace during an active interaction with a banking customer. It combines customer information, contextual history, and AI-powered assistance in a single page. When a CSR accepts an inbound call, the workspace opens automatically and displays the identified customer's details. The CSR can manage the entire interaction in this space---from first contact to case creation and wrap-up. ## Live transcript and AI-driven assistance {#interaction-workspace-for-agentic-contact-center-for-banking__section_live_transcript} During an active voice or email interaction, a live transcript of the conversation is captured. The transcript serves as the primary input for the AI agent that powers the Now Assist panel. As the conversation progresses, the AI agent reads the transcript, interprets the customer's request, and surfaces relevant information and recommended next steps in the Now Assist panel whenever the CSR agent prompts it for recommendations. The AI agent references customer records, knowledge base articles, and the bank's configured knowledge graph to formulate responses. CSRs can also type their own questions directly into the Now Assist panel at any time. The panel displays responses from the AI agent in a structured format that may include insights, recommendations, and guidance based on the content and sentiment of the conversation. For more information, see [Agentic Contact Center for Banking AI agents overview](https://servicenow-prod.fluidtopics.net/8oe5pzMHLssqaQBgLRDYaA "Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The two key agents—Banking CSR Customer Insights and Banking CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights."). ## Customer summary {#interaction-workspace-for-agentic-contact-center-for-banking__section_customer_summary} The customer summary provides the CSR with an AI-generated overview of the customer before and during the call. This context-based summary is generated from the customer's profile, products, recent interactions, and case history at the time the interaction begins, giving the CSR immediate context without manual research. The customer summary includes: * Customer or account details * Similar issues that the customer has previously contacted the bank about * Products affected by the current issue * Recent activity and interaction history {#interaction-workspace-for-agentic-contact-center-for-banking__ul_kbv_2db_l3c} The customer summary is not visible when no account or consumer has been associated with the interaction. ## Interaction form {#interaction-workspace-for-agentic-contact-center-for-banking__section_uzt_cq2_m3c} The Interaction section displays form that shows the following fields:{#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c__entry__2} | Field | Description | |-|-| | Number | The interaction record number. | | State | The state of the record. | | Type | The channel where the interaction was initiated. | | Assigned to | The contributor assigned to the interaction. | | Consumer / Account | The consumer or account record associated with the interaction. | | Verified | Indicates if the customer's identity has been verified by the contributor during the interaction. | | Short description | A brief description of the nature of the interaction. | [Tabelle : 1. Interaction form fields] {#interaction-workspace-for-agentic-contact-center-for-banking__table_wyt_2q2_m3c} ## Other workspace sections {#interaction-workspace-for-agentic-contact-center-for-banking__section_bj1_jr2_m3c} The following table lists other sections in the Interaction workspace. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B). {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c__entry__3} | Name | Customer type | Description | |-|-|-| | Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. | | Customer details | Customer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | | Interaction history | Both | Lists recent interactions logged against the account or customer, displayed with the most recent first. | [Tabelle : 2. Workspace sections] {#interaction-workspace-for-agentic-contact-center-for-banking__table_jkc_lr2_m3c} ## Contextual side panel {#interaction-workspace-for-agentic-contact-center-for-banking__section_contextual_side_panel} The contextual side panel appears on the right side of the workspace and provides access to supplementary tools and record-related information. The panel tabs are displayed in the following order: 1. Related lists---includes Related Tasks, Recent Interactions, and Open Cases 2. Activity stream 3. Attachments 4. Templates 5. Recommended Actions {#interaction-workspace-for-agentic-contact-center-for-banking__ol_p1w_b2b_l3c} The **Activity stream** tab displays the activity stream for the interaction record, allowing CSRs to review and add notes without leaving the workspace. ## Wrap-up summary {#interaction-workspace-for-agentic-contact-center-for-banking__section_wrap_up} When an interaction concludes, the system generates a wrap-up summary of the call. The summary includes a record of what was discussed, any action items, and the appropriate wrap-up code. For more information, see [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). **Zugehörige Konzepte** * [Exploring Agentic Contact Center for Banking](https://servicenow-prod.fluidtopics.net/MgYFlmgZf9RdJaIBVN7JNg "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.") * [Customer 360 workspace for Agentic Contact Center for Banking](https://servicenow-prod.fluidtopics.net/yopTH3wFlzGFmSPGqrRs~Q "The Customer 360 workspace provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.") **Zugehörige Informationen** * [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)