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

  • Release version: Australia
  • Updated May 21, 2026
  • 2 minutes to read

    • Configure the Insurance interaction context summary skill in Now Assist for FSO to enable AI-powered real-time summaries of insurance customer interactions in the Interaction page of Agentic Contact Center for Insurance.

    Before you begin

    Verify the Now Assist for Financial Services Operations (FSO) plugin (sn_fso_now_assist) and the Agentic Contact Center for Insurance plugin (com.sn_ins_csr) are installed.
    Note:
    This skill is dependent on the Insurance Customer Profile Summarization skill. Configure that skill before continuing. For more information, see Configure insurance customer profile summarization in Now Assist for FSO.

    Role required: admin

    About this task

    The Insurance interaction context summary skill provides real-time interaction summaries with relevant customer context for insurance customers in the Interaction page. The skill surfaces key customer details, product ownership information, open cases, and recent activity within the conversation flow, allowing agents to access comprehensive customer information without navigating away from their workspace.

    When activated, the skill generates the Relevant details for this call card in the Interaction page. The card is only displayed when the customer's identity has been verified and call context is available. For more information about the card, see <xref to explore page>.

    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 Insurance 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_ins_csr.servicing_agent and sn_ins_csr.claims_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. The Relevant details for this call card is displayed in the Interaction page for agents with the sn_ins_csr.servicing_agent or sn_ins_csr.claims_agent role when a verified customer interaction is in progress.

    What to do next

    Configure AI indexing for the sources that this skill uses to retrieve insurance data and generate summaries. For more information, see <xref to configure AI indexing>.

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