Amazon Connect Agent Workspace Integration with ServiceNow ITSM

[Silvia_ng]

Hi team,

I’m reaching out to check whether anyone has experience or insights regarding integrating Amazon Connect Agent Workspace with ServiceNow ITSM.

Can the Amazon Connect agent workspace be fully embedded in SNOW to benefit from capabilities like Amazon Q, sentiment analysis, Views etc.? Any challenges, or lessons learned

If you’ve worked on something similar or have recommendations, I’d appreciate your feedback

Thanks,
SN

[mugi-san]

Hi, @Silvia_ng .

As far as I am aware, that specific functionality does not exist natively. You would need to implement those features within Amazon Connect. ServiceNow is only capable of receiving the resulting values; however, we can certainly set up automation within ServiceNow based on the data received.

Regards.