---
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


---

# Agentic Contact Center for Banking AI agents overview

# Agentic Contact Center for Banking AI agents overview {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.

## Benefits {#agentic-contact-center-for-banking-agents-overview__section_rxf_l3m_m3c}

The key benefits of using AI agents in Agentic Contact Center for Banking are:

Pre-call preparation
:   Customer support representatives (CSRs) can collaborate with AI agents to research customer profiles before scheduled callbacks to be fully prepared.

Proactive outreach
:   CSRs can use AI agents to help surface customers that require assistance, such as targeting life events, identifying missed payments, or addressing expired policies.

Reduce handling time
:   AI agents can assist in customer interactions by eliminating manual searches for information, lowering the cognitive load on CSRs.

Personalized experiences
:   AI-driven analysis offers contextual insights and consistent service across agents.

## Key agents {#agentic-contact-center-for-banking-agents-overview__section_kpl_b3m_m3c}

The key AI agents in Agentic Contact Center for Banking are:

* Banking CSR customer insights AI agent: consolidates customer data and surfaces actionable persona-based insights. Identifies patterns and key events in a customer profile, highlights actionable insights, and answers questions from CSRs.
* Banking CSR support AI agent: provides guidance to CSRs during customer interactions. Identifies customer intent based on call context, surfaces insights from the call transcript and customer data, and provides recommendations and scripted responses to assist CSRs.
{#agentic-contact-center-for-banking-agents-overview__ul_c3j_ljm_m3c}

## Access the AI agent configuration {#agentic-contact-center-for-banking-agents-overview__section_ary_qbc_dhc}

To access the agent configuration:

1. Navigate to AllAI Agent StudioOverview.
2. Select AI Agents and then select appropriate agent.

   The Define the specialty screen is displayed.
3. In the Add tools and information step, review the AI agent's capabilities, scripts, and subflows.
4. In the Define user access and Define data access steps, review which roles can access the AI agent and the AI agent's user identity.
5. In the Add triggers step, define triggers for the AI agent. By default, the trigger is deactivated and must be enabled.
6. In the Select channels and status step, make sure that the This AI agent is active field is enabled to activate the AI agent.
{#agentic-contact-center-for-banking-agents-overview__ol_qsk_tjc_j2c}
* **[Request AI Agent support in the Interaction workspace](https://servicenow-prod.fluidtopics.net/plh_Vfh7VxaJOP8akVbFVw)**   
  Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction workspace.
* **[Generate customer insights in the Customer 360 workspace](https://servicenow-prod.fluidtopics.net/W4e53x2h9Wpvo1iUvlRwfw)**   
  Use the Banking CSR customer insights AI agent in the Customer 360 workspace to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.