Summarize banking customer interaction context in the Interaction page

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

    • The Customer Interaction Context Summary skill is used in the Interaction page. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history.

    Before you begin

    This skill uses indexed sources for AI search that requires configuration after install. For more information, see Configure AI indexing for Agentic Contact Center for Banking.

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    Note:
    These roles are the default list of roles that are defined for this task. Administrators can modify the list of roles in the Now Assist Admin console.

    About this task

    The customer interaction context summary skill provides a structured, context-aware summary of a customer service interaction in the Interaction page as part of Agentic Contact Center for Banking.

    Customer context summary panel showing customer information, contact reason, related cases, and related products with balances.

    Procedure

    1. Navigate to Workspaces > Financial Services Workspace.
    2. Initiate an interaction.
      • When a customer initiates a call, select Accept in the inbox item.
      • Manually create a new phone interaction record in the workspace.

      The Interaction page displays.

      The Relevant details for this call component generates a contextual summary of the customer's interaction.

    3. Optional: After the summary is generated, you can perform additional actions.
      OptionProcedure
      Provide feedback for the summary If you think the summary was helpful, select the helpful icon (). If you think the summary wasn't helpful, select the not helpful icon ().

      This feedback improves the generative AI model and can help improve future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
      View the information about the case summary To review details about the summary, select the more info icon ().
      Expand or collapse the summary Select the expand card icon () or the collapse card icon () to see more details or fewer summary details.

    What to do next

    Engage with an AI agent to get further analysis and suggested responses for this interaction. For more information, see Request AI agent support in the Interaction page.