---
title: Agentic Contact Center for Insurance AI agents overview
description: Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/agentic-contact-center-for-insurance-agents-overview.html
release: australia
topic_type: concept
last_updated: "2026-05-13"
reading_time_minutes: 2
keywords: [insurance csr support ai agent, insurance csr customer insights ai agent, agentic contact center insurance ai agents, insurance ai agent overview, now assist insurance agents, insurance knowledge graph]
breadcrumb: [Exploring Agentic Contact Center for Insurance, Agentic Contact Center for Insurance, Insurance applications, Financial Services Operations \(FSO\)]
---

# Agentic Contact Center for Insurance AI agents overview

Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.

## Benefits

The key benefits of using AI agents in Agentic Contact Center for Insurance are:

-   **Pre-call preparation**

    Customer service representatives \(CSRs\) can collaborate with AI agents to research customer insurance profiles before scheduled callbacks to be fully prepared.

-   **Proactive outreach**

    CSRs can use AI agents to help surface customers that require attention, such as those with upcoming policy renewals, open claims requiring documentation, or pending servicing cases.

-   **Reduce handling time**

    AI agents can assist during customer interactions by eliminating manual lookups across insurance systems, lowering the cognitive load on CSRs during live calls.

-   **Personalized experiences**

    AI-driven analysis offers contextual insurance insights and consistent service quality across agents and insurance lines.


## Key agents

The key AI agents in Agentic Contact Center for Insurance are:

-   **Insurance CSR customer insights AI agent**: Acts as a copilot to CSR agents to deliver comprehensive insurance customer insights for a consumer or account. Helps CSRs quickly access and understand customer insurance details including policy information \(auto, home, life, disability, travel\), coverages and coverage options, insured assets \(vehicles, properties\), policy participants \(drivers, beneficiaries, insured persons\), claims, servicing cases, and product catalog details. Processes natural language queries and delivers structured responses.

-   **Insurance CSR support AI agent**: Provides real-time retrieval support to a CSR who is on a call with a customer. CSRs may query it directly in the ServiceNow Otto panel, or select **Get customer request** where the AI agent reads the latest call transcript to infer the customer's most recent question. All responses are optimized for the CSR to read and act on quickly during a live call. The agent refuses any question that is outside insurance scope or about a different customer than the one on the interaction.


**Related topics**  


[Supporting information for ServiceNow Otto for Financial Services Operations \(FSO\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/supporting-information-for-now-assist-for-financial-services-operations-fso.md)