0
1.6.4
Australia, Zurich, Yokohama, Xanadu
Standalone Application
Enable your users to initiate an IVR (interactive voice response) conversation with a virtual agent by using the conversational integration with Amazon Connect. The Virtual Agent API application connects a user with a Virtual Agent using your company's Amazon Connect account. This integration also provides the user the flexibility to connect with an agent using ServiceNow AWA (Advanced Work Assignment) over Softphone.
- Use Virtual Agent topics as a conversational-IVR to enable deflection in phone channels, providing consistent end-user experience.
- Enable true omnichannel flow including routing Phone to VA-IVR.
- In case of escalations, route calls smoothly to live agents using AWA via conversational infrastructure.
New
- Granular Admin Directive changes for va-amazon-connect
Fixed
- Fixed a few defects
Purchase Amazon Connect license directly from vendor and follow the installation instructions.