Agentic Contact Center for Banking AI agents overview

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The two key agents—Banking CSR Customer Insights and Banking CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.

    Benefits

    The key benefits of using AI agents in Agentic Contact Center for Banking are:
    Pre-call preparation
    Customer support representatives (CSRs) can collaborate with AI agents to research customer profiles before scheduled callbacks to be fully prepared.
    Proactive outreach
    CSRs can use AI agents to help surface customers that require assistance, such as targeting life events, identifying missed payments, or addressing expired policies.
    Reduce handling time
    AI agents can assist in customer interactions by eliminating manual searches for information, lowering the cognitive load on CSRs.
    Personalized experiences
    AI-driven analysis offers contextual insights and consistent service across agents.

    Key agents

    The key AI agents in Agentic Contact Center for Banking are:
    • Banking CSR customer insights AI agent: consolidates customer data and surfaces actionable persona-based insights. Identifies patterns and key events in a customer profile, highlights actionable insights, and answers questions from CSRs.
    • Banking CSR support AI agent: provides guidance to CSRs during customer interactions. Identifies customer intent based on call context, surfaces insights from the call transcript and customer data, and provides recommendations and scripted responses to assist CSRs.

    Access the AI agent configuration

    To access the agent configuration:
    1. Navigate to All > AI Agent Studio > Overview.
    2. Select AI Agents and then select appropriate agent.

      The Define the specialty screen is displayed.

    3. In the Add tools and information step, review the AI agent's capabilities, scripts, and subflows.
    4. In the Define user access and Define data access steps, review which roles can access the AI agent and the AI agent's user identity.
    5. In the Add triggers step, define triggers for the AI agent. By default, the trigger is deactivated and must be enabled.
    6. In the Select channels and status step, make sure that the This AI agent is active field is enabled to activate the AI agent.