Overview
1. What is Conversational IVR?
Conversational Interactive Voice Response (C-IVR) is an integration that allows for ServiceNow’s Virtual Agent to integrate with third-party Contact Center applications. This integration can be used to enable users to have conversations with an automated voice system in order to self-service their requests.
The conversations are driven by Virtual Agent topics and the workflows embedded within. Features associated with Virtual Agent can also be used to enhance the user experience, such as Natural Language Understanding (NLU) being used to assist in topic discovery.
When a user calls a support desk, the Virtual Agent can transcribe and understand the caller’s voice query via and provide a voice response or workflow with existing or new Virtual Agent topics. It can also intelligently route users to a live agent for more complex queries.
2. What are the benefits of using Conversational IVR?
The primary benefit of implementing Conversational IVR is an increased level of deflection – users are able to have their requests processed without requiring manual intervention.
Other benefits include:
- Streamlined implementation: Existing Virtual Agent topics can be reused, saving you effort, budget, and time.
- Improved deflection: Reduce agent handle time (AHT) by deflecting and deferring callers from having to interact with an agent by providing automated, self-service support.
- Ease of update: Topic design for Conversational IVR is performed in Virtual Agent Topic Designer, means you can create or update topics fast.
- Improved routing: Conversational IVR uses Advanced Work Assignment to route incoming calls to the best-fit agent for that query at that time.
- Ability to escalate: If a user is experiencing issues with automated support due to a complex case, they are able to have their call escalated to a support agent.
3. What features does Conversational IVR provide?
Features available for use with Conversational IVR include:
- Omnichannel Callback: Stand-alone store application that enables the ability to offer callers to wait for an agent to call back when agent is unavailable or wait time is long.
- Live agent transfer: If the caller’s request cannot be handled by the automated system, then they are able to be transferred to a live call with an agent. Optionally, the agent can conduct the call within ServiceNow using the OpenFrame plugin.
- Conversational Integration with Amazon Connect: Store application that allows for Conversational IVR to be used with Amazon Connect
- Conversational Integration with 3CLogic: Store application that allows for Conversational IVR to be used with 3CLogic.
- Transcripts: This feature is provided by your choice of third-party provider, so additional functionality may be present.
- ITSM Password Reset: With the release of Conversational IVR, A voice-tailored version of the existing ITSM Password Reset store application is available to use with Conversational IVR specifically, guiding users to reset their password without the need to speak with an agent.
- Voice-based account linking: As part of the Conversational IVR configuration, admins can define what information is required for a user to log into their account over the phone.
4. How does Conversational IVR relate to Virtual Agent and Agent Chat?
IVR is an extension to both features – it is not required for Virtual Agent or Agent Chat to function, but rather exists to enable users to receive support via phone, rather than through a web interface.
5. I already am using a solution for my contact center – how does Conversational IVR fit in?
Conversational IVR is designed to be used as an intermediary between ServiceNow and your voice/contact center provider. This means that you have the ability to use your Virtual Agent as the driving force behind your voice support and can enable the transferring of calls to live agents.
|
Solution |
Approach |
|
Amazon Connect |
Use the Conversational Integration with Amazon Connect adapter found within the Virtual Agent API plugin. |
|
3C Logic |
Contact your representative at 3C Logic. |
|
Other |
Contact your provider to see how they are provisioning for Conversational IVR, or reach out to 3C Logic to see if they can help. |
Implementation
- How do I implement Conversational IVR?
A guide to setting up Conversational IVR is available within the product documentation here.
2. What do I need to implement Conversational IVR?
Prior to configuring Conversational IVR, one needs to prepare the following:
- Determine who will be your partner to act as your Voice/Call Center provider.
- Determine which topics will be made available to users calling the support center.
- Engage with your support agents to define how the added voice channel support will interact with current processes.
3. What license is required?
The Virtual Agent API, with IVR included, is available for download by anyone with a Professional or Enterprise license.
4. How can I activate Conversational IVR?
IVR requires the installation of the Virtual Agent API store app. Configuration is required post installation – please refer to the guide here for more. Note that this feature is shipped to function OOB with Amazon Connect (built by SN) and 3C Logic (built and supported by 3C Logic).
5. Can Conversational IVR be used for self hosted/on-prem instances?
Yes.
6. What dependencies exist for Conversational IVR?
Conversational IVR has dependencies on the following:
- Virtual Agent [com.glide.cs.custom.adapter]
- OpenFrame [com.sn.openframe]
- A 3rd party (non-ServiceNow) Telephony partner such as Amazon Connect, 3C Logic etc.
If using Live Agents:
- Agent Chat [com.glide.interaction.awa]
If you’re looking to use the Amazon Connect adapter, there are the following additional dependencies:
- Amazon Connect Spoke [sn_amzn_conect_spk] &
[ih-amazon-connect-actions] - Amazon S3 Spoke [ih-s3-actions] & [ih-amazon-s3-action-pack]
7. How do users verify themselves on the call?
Users will automatically be verified using the phone number they are calling from if it is registered in their user profile. Optionally, an admin can enable user enrollment in the ServiceNow SoftPIN process, adding an additional layer of authentication.
To increase security further, Multifactor Authentication (MFA) can be used – this will prompt the users to confirm their identity with an additional set of credentials.
Usage
1. Why aren’t my agents receiving incoming calls?
To troubleshoot this error, check the following:
- Check whether the Service Channel "Phone" is marked as Active.
- Check whether the respective agent is in "Agent Phone Group".
- Check whether the agent mapping with the 3rd party is in sn_va_as_service_cc_agent_mapping table.
- Check whether the agent has the following roles :
- sn_va_as_service.contact_center_api,
- awa_agent,
- interaction_agent,
- agent_workspace_user,
- sn_openframe_user,
- awa_integration_user
2. What can I change about the input/output of the conversation?
Options such as changing the voice of your IVR, duration of recording, and sensitivity of the input are set by the third-party Voice/Contact Center solution. Any changes will have to be configured on their application.
3. Can I use dynamic translation within Conversational IVR?
Dynamic translation can be used within the IVR portion of the conversation, however, dynamic translation for a live agent conversation is not currently supported.
4. Does Conversational IVR provide support for multiple languages?
Yes – a multitude of languages are available for use in Conversational IVR. There is a limitation however, in that the language must be set at the beginning of the conversation, and cannot change once it has started.
5. How do agents receive incoming calls?
Incoming calls are delivered to agents via the inbox module in the Agent Workspace. From the inbox, they can choose to accept or decline the incoming call.
If they choose to accept the work they are then connected to the caller, where they can use the OpenFrame embedded telephony system to conduct the conversation.
More information on workspaces can be found here.
6. Where can I view analytics on the performance of my agents?
There are multiple dashboards available for channels leveraging Advanced Work Assignment. Please reference the guide here.
For more information
Where can I learn more about Conversational IVR?
- Visit the product documentation site here.
Where can I learn more about Agent Workspaces?
- Visit the product documentation site here.
Where can I learn more about Advanced Work Assignment?
- Visit the product documentation site here
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