Introduction
ServiceNow Voice integrated with Amazon Connect allows businesses to quickly stand-up advanced call centers powered by AWS AI technology and ServiceNow workflows. Employees and customers are empowered to help themselves and solve common support issues by utilizing natural language understanding, without ever having to speak to an agent. And for calls requiring agent interaction the solution leverages ServiceNow and AWS AI-driven capabilities to provide the agent with relevant knowledge articles and contextual critical information to accelerate resolution time and thereby improve customer satisfaction. ServiceNow has made installing and configuring ServiceNow Voice with Amazon Connect fast and easy. It’s not uncommon to see customers install this in hours vs. days or months. This comprehensive guide can help you avoid common issues when installing ServiceNow Voice and Amazon Connect and troubleshoot issues quickly.
Before we get started, make sure you get everything you need, such as access to your ServiceNow instance with proper credentials to install the ServiceNow Voice plug-in, and ability to spin up AWS resources such as Amazon Connect.
Where Can I Get More Information?
While this Deployment Guide is comprehensive, other resources include the following:
