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

  Install the application.

-

Integrate your CCaaS provider with Agentic Contact Center for Insurance. For more information, see .

• Configure Interaction wrap-up codes and AI skills

  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

  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

  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

  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

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

• Configure Knowledge Graph tags

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

• Create a knowledge article

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