Can incidents be created through Amazon Connect using only the ITSM product?

[MugTm09]

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

[Abbas_5]

Hello @MugTm09,

Please refer to the below link:
https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/cloud-call-center/tas...

If this is helpful, please hit the thumbs up button and accept the correct solution; by referring to this solution in the future, it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[MugTm09]

Thanks you so much @Abbas_5 .

Actually, I have reviewed both the documentation linked and the voice assist functionality for ITSM. However, based on the features described, I’m concerned that it may not support my intended use case—namely, integrating transcribed content into the incident table. This is because the documentation primarily introduces capabilities related to call handling and routing via ServiceNow Voice, which may not align with the objective I’m aiming to achieve.

[MugTm09]

Hi @Abbas_5 .
I am continuing my investigation and have also come across a PDF like this.
Get Started with ServiceNow Voice and Amazon Conne... - ServiceNow Community

[MugTm09]

Hi everyone.

It was necessary to integrate a ServiceNow instance, Amazon Lex, and Amazon Lambda within Amazon Connect. Amazon Lex provides a transcription feature, and through conversations with the bot, intent and event values are generated. Integration appears to be achieved by invoking an incident creation operation handler—capable of mapping event values—from the contact flow in Amazon Connect.

In other words, users who have adopted AWS need to be proficient in using Amazon Lex. It appears that a technical capability is required to configure properly cleansed values—derived from accurate speech recognition and subsequent transcription by Amazon Lex—so that ServiceNow can recognize them as appropriate event values for intents.
These processes seem to be quite complex and do not appear to fall within the domain of ServiceNow. Additionally, based on what I’ve reviewed, I was unable to find any alternative methods that do not involve Amazon Lex.

Does anyone have any additional information on this?