Configuring Agentic Contact Center for Banking

Configure Agentic Contact Center for Banking 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 Banking

  Install the application.

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Integrate your CCaaS provider with Agentic Contact Center for Banking. 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 Banking

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

• Configure the banking customer profile summarization AI skill

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

• Configure the banking 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 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.

• Install Agentic Contact Center for Banking
  If you have the admin role, you can install the Agentic Contact Center for Banking application (app_fso_csr).

• Configure banking customer profile summarization in ServiceNow Otto for FSO
  Configure the Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of banking customer information in Agentic Contact Center for Banking.

• Configure banking customer interaction context summary skill in ServiceNow Otto for FSO
  Configure the customer interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.

• Configure AI indexing for Agentic Contact Center for Banking
  Configure AI indexing to enable intelligent search capabilities across financial accounts, cases, and customer interactions in Agentic Contact Center for Banking.

Parent Topic:Agentic Contact Center for Banking