Exploring Omnichannel Callback

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Exploring Omnichannel Callback

    The Omnichannel Callback app enhances user experience in ServiceNow by allowing agents to call users back instead of having them wait in a queue. This feature is particularly useful during long wait times or when no agents are available, and it integrates with various conversational channels.

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    Key Features

    • Callback Requests: Users can request callbacks when live agents are unavailable or wait times are excessive. The system utilizes ServiceNow's Advanced Work Assignment (AWA) to manage these requests and assign them to available agents.
    • Callback Management: Agents receive a Callback accept card and can manage callbacks from their workspace, including options to close or requeue interactions.
    • Retries: If a user does not answer the initial callback, agents can manually initiate a retry, with the system managing the re-queue based on predefined mechanisms.
    • Click to Call: Agents can call users directly without counting against the callback attempt limit.
    • Scheduled Callbacks: Users can schedule callbacks for specific dates and times, currently supported through the Customer Service Management (CSM) application.
    • Video Callbacks: Users can request video callbacks at scheduled times, with support currently offered via Zoom integration.

    Key Outcomes

    By implementing the Omnichannel Callback feature, ServiceNow customers can improve user satisfaction through reduced wait times and enhanced communication options. Agents benefit from streamlined callback management and more flexible interaction capabilities, ultimately leading to better service delivery and user engagement.

    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

    In this workflow:
    1. 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.
    2. Omnichannel Callback determines the availability of agents via ServiceNow® Advanced Work Assignment (AWA) and places a callback work item for an available agent.
    3. AWA picks up the callback task and places it in the callback queue.
    4. 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. Callback requests are placed in the AWA queue immediately upon submission. If the customer does not answer the initial callback, the agent has the option to manually initiate a retry. In such cases, the callback is re-queued according to the retry mechanism defined in the system. 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