Using Agentic Contact Center for Banking

---
title: Using Agentic Contact Center for Banking
description: Learn about the tasks customer service representatives perform in Agentic Contact Center for Banking to manage banking interactions with AI-powered assistance, review customer financial summaries, handle interactions, and generate persona-based customer insights.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/using-agentic-contact-center-for-banking.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [use]
breadcrumb: [Agentic Contact Center for Banking, Banking applications, Financial Services Operations \(FSO\)]
---

# Using Agentic Contact Center for Banking

Learn about the tasks customer service representatives perform in Agentic Contact Center for Banking to manage banking interactions with AI-powered assistance, review customer financial summaries, handle interactions, and generate persona-based customer insights.

## Overview of tasks in Agentic Contact Center for Banking

Customer service representatives perform these tasks in Agentic Contact Center for Banking:

-   [View customer accounts and transactions in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-customer-accounts-and-transactions.md)

    Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.

-   [View customer cases in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-cases.md)

    Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.

-   [Work on an interaction in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/work-on-an-interaction.md)

    Manage customer interactions in the Interaction page. Accept incoming calls and resolve issues with AI-powered assistance.


-   **[Summarize a banking customer profile with AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/summarize-customer-profile-fso.md)**  
Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.
-   **[Summarize banking customer interaction context with AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/summarize-customer-context-fso.md)**  
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.
-   **[Request AI agent support in the Interaction page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/request-ai-agent-interaction-workspace.md)**  
Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.
-   **[Generate customer insights in the Customer 360 page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/generate-customer-insights-customer-360-workspace.md)**  
Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives \(CSRs\) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.
-   **[View customer accounts and transactions in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-customer-accounts-and-transactions.md)**  
Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.
-   **[View customer cases in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-cases.md)**  
Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.
-   **[Work on an interaction in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/work-on-an-interaction.md)**  
Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives \(CSRs\) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.

**Parent Topic:**[Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/agentic-contact-center-for-banking-landing.md)