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

[MugTm09]

HI,Everyone.

Please consider having an AWS implementation professional handle everything using the ServiceNow API.

[MugTm09 · Accepted solution]

Hi, Everyone.

The Lambda function runs, and after the call ends,

a transcription .txt file is attached to the interaction record.

From that point onward, it seems almost anything is possible within ServiceNow,

but feel free to explore alternative approaches if needed.