Can incidents be created through Amazon Connect using only the ITSM product?
According to the documentation, it appears that by implementing ServiceNow Voice and configuring AWA, along with installing a plugin that enables connection to Amazon Connect, it is possible to handle real-time calls within Workspace and record them in the Interaction table.
https://www.servicenow.com/docs/csh?topicname=ccc-explore.html&version=latest
However, the feature I’m trying to confirm is different from the one above. My goal is to directly store transcriptions recorded in Amazon Connect into ServiceNow’s Incident table.
Does anyone have insights into an Integration Hub that could enable this, or know if it can be implemented using logic available within ServiceNow Voice?
After storing the transcription, I plan to use features like Now Assist to summarize the content and enhance its manageability.
#Incident_management # ServiceNow_Voice #Amazon_connect
