Conversational IVR with Amazon Connect

ServiceNow's Conversational IVR with Amazon Connect enables Conversational Interactive Voice Response (IVR) to be conducted by your instance. Users will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent. Conversational IVR with Amazon Connect is available with the installation of Conversational IVR with Amazon Connect (com.sn.va.amz.connect) plugin.

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Enable your users to initiate an IVR (Interactive Voice Response) conversation with your Virtual Agent Agent by building an integration with Amazon Connect. Using the Conversational IVR with Amazon Connect, you can enable a user to have a voice-based conversation with your Virtual Agent using Amazon Connect to help provide this functionality. This integration also provides the user the flexibility to connect with an agent using ServiceNow AWA Advanced Work Assignment (AWA) over SoftPhone.

Conversational IVR highlights

• Use Virtual Agent topics as a Conversational IVR to enable deflection in Phone channels, providing consistent end-user experience.
• Enable true-omnichannel flow including routing Phone to the Conversational VA-IVR.
• In case of escalations, route calls smoothly to live agents using AWA via conversational infrastructure.

To get started with the Conversational Integration with Amazon Connect application, see Install Conversational IVR with Amazon Connect.

Setup Conversational Integration with Amazon Connect

Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with their Virtual Agent.

1. To install the pre-built adapter for Conversational Integration with Amazon Connect, see Install Conversational IVR with Amazon Connect.
2. To set up your Amazon Connect account if not already configured, see Configuring your AWS account for use with Conversational IVR.
3. To configure Conversational Integration with Amazon Connect, see Configure Conversational IVR with Amazon Connect.
4. To set up Live Agent transfer for Conversational IVR, see Sync Agents to setup Live Agent transfer.
5. To configure user authentication, see Configure user authentication for Conversational IVR.
6. To modify the Conversational Integration with Amazon Connect settings for the best interactive voice response, see Manage bot messages for Conversational IVR.
7. To configure callback functionality, see Configure callback behavior for a channel.

Figure 1. Workflow of Conversational IVR with Amazon Connect

• Install Conversational IVR with Amazon Connect
  Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.
• Configuring your AWS account for use with Conversational IVR
  To enable the Conversational IVR functionality within your ServiceNow instance, you must utilize a third-party Contact Center application. One such option is Amazon Connect, which is part of the Amazon Web Services (AWS) platform. You must configure your organization’s AWS account prior to making it available for use in the Conversational IVR feature.
• Configure Conversational IVR with Amazon Connect
  Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.
• Unsupported Virtual Agent features for Conversational IVR
  Refer to the unsupported features of Virtual Agent in Conversational IVR with Amazon Connect.