---
title: Insurance CSR customer insights AI agent
description: The agent acts as a copilot for a customer service representative \(CSR\), answering natural-language questions about a single customer's insurance policies, coverages, claims, billing, and servicing cases, as well as general product and procedural guidance, and presents structured, context-aware answers with follow-up options.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/fso-insurance-csr-customer-insights-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-28"
reading_time_minutes: 2
breadcrumb: [Financial Services Operations AI Agents, Financial Services Operations, AI agents library, AI assets, Enable AI experiences]
---

# Insurance CSR customer insights AI agent

The agent acts as a copilot for a customer service representative \(CSR\), answering natural-language questions about a single customer's insurance policies, coverages, claims, billing, and servicing cases, as well as general product and procedural guidance, and presents structured, context-aware answers with follow-up options.

## Workflow

The agent helps the CSR look up a single customer's insurance information and related guidance during the session.

1.  Ask the CSR what they'd like to know about the customer identified for this session.
2.  Classify the question as a general knowledge question, a product-catalog question, or a question about the customer's own records, and confirm it's within scope — insurance policies, coverages, claims, servicing cases, billing, or procedures.
3.  If the question refers to a record picked from an earlier list, resolve which record it means, asking the CSR to confirm when it's ambiguous.
4.  If the question asks about a sub-record like coverages or beneficiaries without naming the parent policy or claim, first look up the matching parent records and ask the CSR which one to use.
5.  Look up the customer's data, relevant product information, and knowledge-base guidance as needed to answer the question.
6.  Present the results — as a list, a single record's details, a sub-record breakdown, or a short summary, depending on what was asked — and cite the knowledge-base source when guidance is included.
7.  Let the CSR know when nothing was found, then return to asking for the next question.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Subflows**

Insurance Data Lookup


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

-   sn\_ins\_csr.claims\_agent
-   sn\_ins\_csr.servicing\_agent

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

-   sn\_ins\_csr.claims\_agent
-   sn\_ins\_csr.servicing\_agent

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody>
</table>**Parent Topic:**[Financial Services Operations AI Agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/fso-ai-agents-overview.md)