Configure banking customer interaction context summary skill in Now Assist for FSO

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

    • Configure the customer interaction context summary skill in Now Assist for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.

    Before you begin

    Verify the Now Assist for Financial Services Operations (FSO) plugin (sn_fso_gen_ai) is installed.
    Note:
    This skill is dependent on the customer profile summarization AI skill. For more information, see Configure banking customer profile summarization in Now Assist for FSO.

    Role required: admin

    Procedure

    1. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the Now Assist Admin console.
    2. Select the Customer > FSO workflow group.
    3. In the Customer interaction context summary feature card, select Activate skill.
    4. In the Define access step, define the user access for the skill using Access Control Lists (ACLs).
      The roles sn_fso_csr.personal_agent and sn_fso_csr.business_agent are defined by default.
    5. Select Save and continue.
    6. In the Select display step, enable these options:
      • In-product desktop
      • Now Assist context menu

      For each option, select the arrow icon (>) to define the roles that can use the skill.

    7. Select Save and continue.
    8. In the Review and activate step, review your choices and select Activate to complete the configuration.

    Result

    The skill is activated.

    What to do next

    Configure AI indexing for the sources that this AI skill uses to retrieve data and generate summaries. For more information, see Configure AI indexing for Agentic Contact Center for Banking.

    You can choose which service provider to use for this skill in the Now Assist Admin console.