---
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


---

# Work on an interaction

# Work on an interaction in Agentic Contact Center for Banking {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllFinancial Services OperationsWorkspace.
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](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.").
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.