ServiceNow Voice for ITSM integrates the robust capabilities of ServiceNow's IT Service Management applications with the advanced capabilities of ServiceNow Voice providers to provide exciting new experiences for all employees.
This application works with the ServiceNow Voice Core and Amazon Connect Integration with ServiceNow Voice applications to integrate Amazon Connect seamlessly with ServiceNow's IT Service Management.
Key Features include:
Employee Experience
- Employees can engage via voice-based interactions to create an incident, unlock their account, get a call back, and talk to an agent
Agent Experience
- Capture call details from the customer to prepopulate the interaction before the agent receives it
- Map presence with AWA to enable voice as a channel
- Call transcription
- Real time transcription (optional)
- Call transfer
Manager Experience
- Review call transcript and recordings for coaching opportunities
- Call metrics (for example, agent call time) for reporting
- New
- Changed
- Upgraded the OOB Lex V1 bot to Lex V2 supporting Amazon's Lex standards
- Updated inbound flow to account for new Lex V2 architecture
- Handles Lex bot via ARN value instead of name in customer input
- Updated operation handlers for backwards compatibility and for future Lex V2 adoptions
- Fixed
- Removed
Needs ITSM Enterprise license for workforce optimization.
Dependencies: ServiceNow Voice (sn_cti_core)