Exploring Omnichannel Callback
Summarize
Summary of Exploring Omnichannel Callback
The Omnichannel Callback app is a feature of the ServiceNow AI Platform® designed to enhance user experience by allowing agents to call users back instead of requiring them to wait in a queue. This feature is particularly useful when agent wait times are long or when no agents are available. Callbacks can be initiated through any supported conversational integration channels.
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Key Features
- Callback Requests: Users can request callbacks when agents are unavailable or when wait times are excessive.
- Agent Availability: The system uses ServiceNow® Advanced Work Assignment (AWA) to determine agent availability and generate callback work items.
- Callback Management: Agents receive a Callback accept card and can manage callbacks through their workspace, including options to close or requeue callbacks.
- Scheduled Callbacks: Users can schedule callbacks by selecting available date and time slots. This feature currently supports the Customer Service Management (CSM) application.
- Video Callbacks: Users have the option to request video callbacks at designated times, currently supported through the Zoom service with the necessary extension.
Key Outcomes
Implementing the Omnichannel Callback feature enables organizations to improve customer satisfaction by minimizing wait times and providing flexible communication options. Users benefit from the ability to schedule callbacks and receive direct contact from agents, enhancing the overall service experience.
Learn more about Omnichannel Callback and review its benefits.
Omnichannel Callback overview
The Omnichannel Callback app is a ServiceNow AI Platform® capability that offers enhanced user experience by providing an option for agents to call users back rather than waiting in the queue for an available agent. For example, you can use the callback functionality to call users back when the agent wait time is long or when there are no agents available.
Callbacks are a well-received addition to any interactive voice response (IVR). You can invoke callbacks on any supported conversational integration channels.
Omnichannel Callback workflow
- Users seeking help from a live agent request for a callback when the live agent is either unavailable or the wait time to get to a live agent is long.
- Omnichannel Callback determines the availability of agents via ServiceNow® Advanced Work Assignment (AWA) and places a callback work item for an available agent.
- AWA picks up the callback task and places it in the callback queue.
- The agent receives a Callback accept card. If the agent decides to close the interaction or requeue the callback manually, the agent can do so from the workspace.
Omnichannel Callback benefits
| Benefit | Feature | Users |
|---|---|---|
| Omnichannel Callback creates callback work items for available agents via AWA based on the pre-configured recurring intervals. | Recurring Callback | Agents |
| The agent can directly call the end user. Note: When an agent dials the end user through Click to Call, the auto-scheduled callback logic does not count the attempt toward the remaining callback
attempts. |
Click to Call | Agents |
| Users requesting a callback can schedule by date and time based on the available time slots. Omnichannel Callback provides the framework for the scheduled callback. Consumer use cases for scheduled callback are currently supported via Customer Service Management (CSM) application only. | Scheduled callback | Customers |
| The user can request for a video callback at an appointed time. Currently, video callback is supported only via the Zoom service and requires the Zoom extension for Omnichannel Callback Store app. For more information, see Zoom extension for Omnichannel Callback. | Video callback | Customers |