Using Surveys within AWS (Amazon) as an API Call
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11-24-2023 01:52 AM
Hi Team,
Can anyone advise if there is the ability to run Surveys that are in ServiceNow from within AWS Voice and Chat Channel.
To give more context - Customer contacts the company via voice and is offered a survey at the end of the call and that would be a survey that is housed in ServiceNow. Similar with Chat - AWS is running the chat and the Chat session finishes and a Survey from ServiceNow pops into the AWS Chat session for the customer to complete.
Effectively we want 1 source of truth for Survey, regardless of channel that can be reported on within ServiceNow, without using a 3rd party Survey tool
Look forward to any all replies
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05-08-2025 04:55 AM
Any solution you got for this ? @Sarah Barnes
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05-08-2025 05:04 AM
Hi Souvik,
We have this working now, most of the work was on the AWS side where they created the flows which call into ServiceNow and the sys_ID of the Survey to enable it to be played in the IVR and/or shown in chat. All the results reside in ServiceNow.
I can speak with our AWS team to determine whether there is anything specific that you need to be aware of. Please give me a couple of days,
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05-08-2025 05:22 AM
Hi Sarah ,
Thanks alot for the prompt reply . Yeah will wait for your reply and also wanted to ask what configurations you did on the servicenow end ? What table api you exposed and what fields were involved ?
Regards,
Souvik
