ServiceNow Voice and Amazon Connect Integration

[meganchacko]

I am following the tutorial on ServiceNow that is under the page titled, "Integrate ServiceNow Voice with Amazon Connect"

When I get to the stage for creating the Lex bot, I receive an error stating: Bot names are case sensitive. The bot name 'ServiceNow_ITSM_*****' is already in use with different casing. Check the bot name and try again.

(astericks represent the unique five letters created when I download the lex.json file). 

This is what appears when I attempt to upload the lex.json file, as per the ServiceNow Voice tutorial. Upon further inspection via the AWS CLI, I do NOT have any bots that fall under that name, or any bots at all in the V1 console where I am attempting to create this bot. 

How can I resolve this so that I can properly integrate ServiceNow Voice and Amazon Connect?

[Francesco Gatto]

Hi @meganchacko, I had the same issue and unfortunately this is a known problem, but there is a fix coming with the next plugin's update, to be release on 31-July 2025.
You may have a look here: https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=390d274e939aa618d744b94c5cba10af

Feel free to thumb-up my answer, if useful.

Thanks

[meganchacko]

Thank you for letting me know. Can I still continue with the integration of ServiceNow Voice and Amazon Connect now, and update just the Amazon Lex step after July 31st? Or will I need to completely restart the integration process once the July 31st plugin update occurs?

[Francesco Gatto]

Hi @meganchacko , this is indeed a good question: I think the new Amazon connect plugin will bring a few changes, I don't have the details however I think it should not affect the rest of the instance configurations.

My suggestion would be: setup a very basic Lex bot for now (you can do it manually, just remember to use already the V2 console), and continue with the other Amazon Connect configuration steps, so that you get used to the rest of the integration (mainly the inbound/outbound flows), and once you update the plugin you deploy a new Lex bot.

Thanks