View an insurance customer profile in Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 13, 2026
  • 1 minute to read

    • Review a customer's AI-generated insurance profile, financial overview, and interaction history in the Customer 360 page so that you can understand the customer's insurance relationship.

    Before you begin

    Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

    Procedure

    1. Open a customer record.
      • From an active interaction, select the customer's name in the customer details card.
      • Navigate directly to the consumer, account, or contact record from the workspace.
      The Customer 360 page opens in a separate tab.
    2. Review the Customer summary section for an AI-generated overview of the customer's insurance relationship.

      The summary includes two sections:

      • Profile: A brief overview of the customer and their active insurance policy types.
      • Status: The current state of the customer's active policies which have overdue premiums or upcoming renewals within a month.
      Note:
      The Customer summary section is only visible when the Insurance Customer Profile Summarization skill is activated. For details, see Configure insurance customer profile summarization in Now Assist for FSO.

      For more information on the component, see Summarize an insurance customer profile in Agentic Contact Center for Insurance.

    3. Review the Overview section to assess the customer's financial and activity totals.

      The gauges displayed depend on your assigned role:

      • Total premiums: The combined premium amount across all of the customer's insurance policies, broken down by product type. Visible to all agents.
      • Claim payouts: The net total of approved claim payments associated with the customer, broken down by product type. Visible to agents with a claims role only.
      • Case distribution: The count of open cases associated with the customer, grouped by service type. Visible to agents with a servicing role only.

      Overview section showing two gauge charts for total premiums and claim payouts.

    4. For a consumer, review the Customer details section for their profile information.
      The section displays the customer's name, contact details, date of birth, nationality, and address information.
    5. For an account, review the Account details and Contact details section for profile information.

      The Account details section displays the account name, primary contact, contact details, address information, and industry.

      The Contact details section displays the associated account, contact details, date of birth, nationality, and address information.

    6. Review the Interaction history section to see recent customer activity.

      The list shows recent interactions including phone and chat interactions. Use the search bar, filter, or calendar controls to narrow the list.