Exploring Now Assist for Financial Services Operations (FSO)
Summarize
Summary of Exploring Now Assist for Financial Services Operations (FSO)
The Now Assist for Financial Services Operations (FSO) application leverages generative AI to enhance the efficiency of agents in resolving insurance claims and card disputes. By generating case summaries, agents can quickly gather necessary information, understand case contexts, and expedite case resolutions.
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Key Features
- Case Summarization: Agents receive concise summaries of insurance claims and card disputes, which include key details and actions taken. Summaries can be refreshed for the latest updates and posted to case work notes.
- Now Assist Panel: This conversational interface allows agents to request case summaries directly within the Financial Services Workspace.
- Sensitive Data Handling: The system masks personally identifiable information and sensitive data during AI prompts, ensuring that original values are visible only after responses are generated.
Key Outcomes
With the implementation of Now Assist for FSO, agents can expect to resolve cases more efficiently, particularly in complex scenarios involving insurance and banking. However, care must be taken when handling sensitive information, aligning AI use with industry regulations, especially in cases of protected health information (PHI).
With the Now Assist for Financial Services Operations (FSO) application, your agent can use generative AI to summarize the case details, understand the case context, and wrap up cases faster.
Overview
An agent can generate a case summary for an insurance claim or a card dispute faster with generative AI. Insurance claims and card disputes can contain a lot of information that an agent needs to go through before a case can be successfully resolved. By using an AI-generated case summary, an agent can gather the information that they need, understand the case context, and resolve these cases faster.
Skills
The Now Assist for Financial Services Operations (FSO) includes generative AI skills that enable your agents to understand a case so that they can help resolve cases quickly.
- Case summarization
- Provides an agent with a summary of an insurance claim case or card dispute case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. They can refresh the
summary so that it includes the latest updates to the case, and post the summary to the case work notes.The generated case summary displays in the following areas:
- Insurance: Next to the claim details panel in the claim summary page, claim workspace, and claim details page
- Banking: Between the activities and case information panel
The summary includes the information that the agent enters in the case record fields that are listed in the following table.Table 1. Case skill description and record fields Industry Skill description Record fields Insurance Provides a customized skill that is configured with a series of related tables for claims cases. The directions address a wide range of claims cases for all lines of business. Summarization is available at the base case level. - Incident description
- Incident location
- Incident date
- Nature of loss
- Stage
- Assigned to
- Insurance policy
- Total claim amount
Banking Provides a customized skill that is configured with a series of related tables for card dispute cases. The directions cover a range of card dispute cases across various categories. - Short description
- Created
- Assigned to
- Stage
- Dispute amount
- Card network
- Category
- Reason code
- Consumer
- Account
- Service
- Product
Now Assist panel in Financial Services Workspace
An agent can use the Now Assist panel in Financial Services Workspace. This conversational interface enables an agent to request a case summary. For more information about the Now Assist panel, see Now Assist panel.
Sensitive data handling
Personally identifiable information and other sensitive data can be masked so that it doesn't appear in generative AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the original text after the response has been received. This two-way masking ensures that your users see the correct values, but the Now LLM Service isn't exposed to any sensitive information. For more information, see Configure sensitive data handling for generative AI.