Work on an insurance interaction in Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 13, 2026
  • 2 minutes to read

    • Manage insurance customer interactions in the Interaction page for Agentic Contact Center for Insurance. 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_ins_csr.servicing_agent, sn_ins_csr.claims_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 an interaction record in the workspace.
      A new interaction record is created and opens in a new tab in the workspace.
    3. Review the Relevant details for this call card to get an AI-generated snapshot of the customer's situation when the call begins.

      The card surfaces contextual information associated with the inquiry, such as the customer tenure, likely reason for calling, related contacts and cases, and the insurance product the customer is inquiring about. If the card is not visible, the customer's identity has not yet been verified, no call context is available, or the AI skill has not been activated.

      For more information, see Summarize an insurance customer interaction in Agentic Contact Center for Insurance.

      For a description of the skill, see Using generative AI in Now Assist for Financial Services Operations (FSO).

    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 Insurance CSR support AI agent analyzes the intent of the conversation, highlights insights relevant to the customer's insurance policies and claims, 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 for Agentic Contact Center for Insurance.

    6. Optional: To open the Customer 360 page and review the customer's full insurance profile, select the customer's name in the customer details card.
      The Customer 360 page opens in a separate tab and displays the customer's policies, coverages, financial overview, and case history.
    7. After resolving the customer's issues, end the chat or call.
    8. 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 call summary. This summary provides a record of what was discussed and any action items from the interaction.

    Result

    The interaction is closed.