Work on an interaction in Agentic Contact Center for Banking

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.

    Before you begin

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Initiate an interaction in the workspace.
      • When a customer initiates a call, select Accept in the inbox item.
      • Manually create a new interaction record in the workspace.
      A new interaction record is created and opens in a new tab in the workspace.
    3. Review 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 for this interaction, select Ask Now Assist.
      Note:
      By default, Ask Now Assist is available when:
      • The interaction Type is Phone.
      • The Consumer or Account field is not empty.
      • The interaction State is Work in Progress.
      • The Assigned to value is not set to virtual agent.

      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.

      The chat is specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Now Assist.

      For more information, see Request AI agent support in the Interaction page.

    6. After resolving the customer's issues, end the chat or call.
    7. Wrap up the interaction.
      When wrap-up codes are set up and the Wrap Up Completion Now Assist skill is configured, you can generate an AI-powered chat summary. This summary provides a record of what was discussed and any action items in the interaction.

    Result

    The interaction is closed.