Customer 360 workspace for Agentic Contact Center for Banking
The Customer 360 workspace provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.
This workspace gives CSRs a unified view of a customer's relationship. It is available on demand at any time—CSRs can open it by selecting the customer's name from the Interaction workspace contact card, or navigate to it directly when reviewing a customer outside of a call.
The workspace opens in a separate tab. It supports both retail (B2C) consumer profiles and commercial (B2B) account profiles, with the page layout adapting dynamically to reflect the customer type.
Customer summary
The customer summary is an AI-generated summary that provides the CSR with a concise overview of the customer's relationship with the bank. The summary includes information such as:
- How long the customer has been with the bank
- A brief overview of the customer's active products and accounts
- A summary of recent transactions and interactions
- An assessment of the customer's financial standing and relationship sentiment
Financial overview
The following summary metric cards display the customer's financial position:
- Total deposit: The combined balance across the customer's deposit products, including savings accounts, checking accounts, and fixed-term deposits (certificates of deposit). Calculated as the sum of balances across deposit and investment accounts.
- Total available credit: The remaining available balance across billing products, including credit cards, overdraft facilities, and lines of credit. Calculated as the sum of available balances across credit card accounts.
- Total money owed: The total outstanding amount the customer owes the bank, including unpaid loan balances and outstanding credit card balances. Calculated as the sum of balances across line of credit and loan accounts.
When a metric applies but the value is zero, the card displays $0. When no relevant product exists for the customer (for example, no credit card account is on record) the card displays No account available.
Accounts and transactions
The Accounts section displays a dropdown list of all active financial accounts held by the customer. When an account is selected, a card displays the product name, masked account number (last four digits visible), balance, and account status.
Recent transactions display for the selected customer account, showing description, posted date and time, amount, and transaction type (debit or credit). Transactions are sorted with the most recent first.
Cases
The Cases section shows all cases associated with the customer. The list displays with case number, date and time, service definition, status, and assigned agent. Cases are sorted by date and time by default, with the most recent first.
CSRs can filter cases by case number, financial account, state, and case owner, and can sort cases by case number, date and time, case type, case status, and assigned agent. Selecting a case number opens the case record.
Other workspace sections
The following table lists other sections in the Customer 360 workspace. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B).
| Name | Customer type | Description |
|---|---|---|
| Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. |
| Customer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | |
| Interaction history | Both | Lists recent interactions logged against the account or customer, displayed with the most recent first. |
| Contacts | Account | Lists all authorized contacts associated with the account, showing each contact's name and email address. A corporate account may have multiple authorized contacts depending on the organization's size |
| Household members | Customer | Lists individuals linked to the retail customer, such as family members or authorized representatives. If no household members have been added, the section displays a message indicating that none are on record |
Contextual side panel
The contextual side panel appears on the right side of the workspace and provides access to supplementary tools and related record information. The following default CSM components are available in the panel:
- Activity stream
- Attachments
- Templates
- Recommended Actions
- Related items
The content of the contextual side panel is dynamic. Some items shown for a commercial (B2B) customer—such as account members—are not shown for a retail (B2C) consumer, and vice versa.
Workspace actions
| Name | Description |
|---|---|
| Customer insights | Opens the Now Assist panel and initiates the Banking CSR customer insights AI agent. This agent uses the customer's profile and financial data to surface proactive, actionable insights. See Agentic Contact Center for Banking AI agents overview for more information. |
| Create case | Opens the Create new case window to create a new case for the customer. |
| Save | Saves any changes to the customer record. |