Configuring Conversational IVR with Amazon Connect

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

Configuration overview

1. Install Conversational IVR with Amazon Connect

   Install the pre-built adapter for Conversational Integration with Amazon Connect.

2. Configuring your AWS account for use with Conversational IVR

   Set up your Amazon Connect account.

3. Configure Conversational IVR with Amazon Connect

   Configure Conversational Integration with Amazon Connect.

4. Sync agents to set up live agent transfer

   Set up live agent transfer for Conversational Integration with Amazon Connect.

5. Configure user authentication for Conversational IVR

   Configure user authentication.

6. Manage bot messages for Conversational IVR

   Modify the Conversational Integration with Amazon Connect settings for the best interactive voice response.

7. Configure callback behavior for a channel

   Configure callback functionality.

Figure 1. Workflow of Conversational IVR with Amazon Connect

• 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.