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1.6.3
Zurich, Yokohama, Xanadu, Washington DC
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.
DEF0640923: IVR is reading out time by vocalising colons and zeros (e.g., if the input is 8am it reads in response as, '8:00:00' as 'eight colon o o colon o o')
Purchase Amazon Connect license directly from vendor and follow the installation instructions.