Configure Agentic Contact Center for Insurance

---
title: Configure Agentic Contact Center for Insurance
description: Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/agentic-contact-center-for-insurance-configure.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [configure]
breadcrumb: [Agentic Contact Center for Insurance, Insurance applications, Financial Services Operations \(FSO\)]
---

# Configure Agentic Contact Center for Insurance

Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.

## Configuration overview

-   [Install Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/install-agentic-contact-center-for-insurance.md)

    Install the application.

-   [Implement the Interaction Controls Component \(ICC\) for contact center voice call and callback integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/enable-icc-for-ccaas.md)

    Integrate your CCaaS provider with Agentic Contact Center for Insurance. For more information, see [Integrating with contact centers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/contactcenter-integration.md).

-   [Configure Interaction wrap-up codes and AI skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/enable-ai-wrap-up-code-and-notes-summary-generation.md)

    Set up wrap-up codes and activate the Wrap Up Completion skill to enable AI-generated call summaries for your agents.

    **Note:** The Wrap Up Completion skill is dependent on ServiceNow Otto for Customer Service Management \(CSM\).

-   [Configure AI indexing for Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-ai-indexing-agentic-contact-center-insurance.md)

    Configure AI indexing for the sources that the AI skills and agents use to retrieve data and perform analysis.

-   [Configure the insurance customer profile summarization AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-insurance-customer-profile-summarization.md)

    Review and configure the AI skill settings for customer profile summarization in the Customer 360 page.

-   [Configure the insurance customer interaction context summary AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-insurance-interaction-summary-skill.md)

    Review and configure the AI skill settings for the customer interaction context summary in the Interaction page.

    **Note:** This skill is dependent on the insurance customer profile summarization AI skill.

-   [Activate AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-fso-ai-agents.md)

    Enable agentic AI support in the Customer 360 and Interaction pages.

-   [Configure Knowledge Graph tags](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-fso-ai-agents.md)

    Review and configure the knowledge graph tags for each customer type to define the data sources for your AI agents.

-   [Create a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/create-knowledge-article.md)

    If required, create knowledge base articles that define any business rules or knowledge you want the AI agents to use as source information.