Integrate ServiceNow voice assistant with Genesys Cloud service (Audio Connector)

Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with Genesys Cloud service using the Audio Connector integration.

Before you begin

• Be aware of Genesys Audio Connector limits and throttling policies. See Organization rate limits and Platform API rate limits for more information.
• Be sure to host the ServiceNow instance in a region the same as or closer to the region where the Genesys Cloud service is hosted to minimize latency.
• If you want to route live agent transfer via Advanced Work Assignment (AWA), download and install the Unified Experience from Genesys - Core and Unified Experience from Genesys Store apps.

Role required: sn_aia.admin

About this task

Connect your Genesys Cloud contact center to a ServiceNow voice assistant using the Audio Connector integration and the WebSocket communication channel. After the integration is configured, Genesys Cloud routes calls to the ServiceNow voice assistant through the Audio Connector. When call handling is complete, the integration supports transferring the caller to a live agent queue.

Procedure

1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
2. Find the voice assistant that you want to connect to Genesys Cloud service and select Edit.
3. Select Communication channels from the guided setup navigation.
4. In the Provider application field, select the provider application to deploy the voice assistant to.
5. Select the Telephony provider tab.
6. From the Communication channel dropdown, select WebSocket.
7. From the CCaaS provider dropdown, select Genesys.

   The following fields are generated. Copy these values to configure the Audio Connector integration in your Genesys Cloud account.

   Table 1. Genesys Audio Connector configuration fields

   Field	Description
   Base connection URI	Read-only. Autogenerated WebSocket URL to connect your Genesys Cloud Audio Connector to the ServiceNow voice assistant. Copy the URL for use in the Audio Connector configuration. If you do not see the URL, make sure an endpoint is associated with the sys_service record for AIVoiceAgents. This endpoint is used to generate the URL required for your integration. If no endpoint is present in the record, click Refresh Connections to populate it.
   Connector ID	Read-only. Autogenerated identifier for the Genesys Cloud Audio Connector. Copy the value for use in the Audio Connector configuration.
   Client secret	Read-only. Base64-encoded client secret used to provide secure access to the required resources. Copy the value for use in the Audio Connector configuration. For more information on Client secret and API key, see Client Authentication.
   API key	Read-only. API key to authenticate your Genesys Cloud service to the ServiceNow voice assistant. Copy the value for use in the Audio Connector configuration.

   Figure 1. Genesys Cloud service integration configuration

   

8. Enable context data persistence for the voice service.
   1. Navigate to sys_now_assist_deployment_config_attributes.list and check whether a persist_context_data attribute exists for your voice service.
   2. If the attribute exists, open it and set Value to true.

      Figure 2. Setting persist_context_data to true

   3. If the attribute does not exist, navigate to sys_now_assist_deployment_config.list, open your voice assistant's deployment configuration record, and copy its sys_id.
      To copy the sys_id, right-click the record header bar and select Copy sys_id.
   4. Navigate to sys_now_assist_deployment_config_attributes.list, click New, set Deployment Configuration to the sys_id you copied, Name to persist_context_data, and Value to true, then click Submit.
9. Create Audio Connector integration.
   1. Navigate to Menu > IT and Integrations > Integrations and select Add new integration.
   2. Select Audio Connector as the integration type and select Install.
   3. In the Details tab, name the integration, for example, Audio Connector - Voice.
   4. In the Configuration tab, select Properties, and add the Base connection URI from your ServiceNow voice assistant integration for Genesys Cloud in the Base connection URI field.
      .
   5. Select Credentials, and add the API key and Client secret obtained from ServiceNow voice assistant integration for Genesys Cloud.
   6. Select Save.
10. Architect the inbound call flow.
    1. Use the search bar to navigate to Architect and create the inbound call flow according to your requirements.
       Note:

       In the Connector ID field, enter the Connector ID obtained from creating ServiceNow voice assistant integration for Genesys Cloud.

       If you intend to use live agent transfer as the fallback option, add the transfer logic in the call flow and validate the flow.

       Figure 3. Sample inbound call flow

       

    2. Select Save to save and Publish to publish the call flow.
11. Configure call routing.
    1. Use the search bar to navigate to Call Routing and create a call route.
       For more information on creating a call flow routing, see Add a call route.
    2. Assign the inbound call flow that you created earlier to the call route.
    3. Select Save.
       
12. Assign a phone number to the call route.
    1. Use the search bar to navigate to Telephony and select DID numbers.
    2. Select a DID number and assign the number to the call route created earlier.