Integrating ServiceNow Voice with Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating ServiceNow Voice with Virtual Agent

    ServiceNow Voice with Virtual Agent integrates the Virtual Agent conversation capabilities with phone-based Interactive Voice Response (IVR) systems. This integration enables customers to interact with Virtual Agent via voice calls and allows seamless escalation to live agents using ServiceNow Advanced Work Assignment. Agents can efficiently manage incoming calls and cases through ServiceNow Workspace, enhancing customer service workflows.

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    Key Features

    • User Experience: Virtual Agent can answer and interact with users on calls, providing automated deflection and handling tasks such as case lookup and interaction management. Escalations are routed to agents who engage with users via phone in the workspace.
    • Calling and Routing: Supports outbound calls through click-to-call and Omnichannel Callback features. Calls can be routed and transferred, including to external phone numbers using Amazon Connect Softphone. Skills-based call assignment is managed via Advanced Work Assignment.
    • Artificial Intelligence: Uses Virtual Agent capabilities to match user intent and entities, analyze sentiment in real time, and transcribe and store call recordings.

    User Benefits

    • Voice-based account login for enterprise service access.
    • Options for callback to improve customer convenience.

    Example Workflow

    When a customer calls via the ServiceNow Voice for Virtual Agent application:

    • The system identifies the customer and initiates an interaction with a welcome message and potential announcements.
    • If recognized as an existing customer, the caller receives a personalized greeting and can engage in automated Virtual Agent conversations to resolve issues, such as checking case status or changing records.
    • If the caller is not identified, they are presented with guest options and can select to speak with a live agent.
    • Intent recognition guides the caller through workflows for efficient issue resolution.

    Implementation Note

    To use the pre-built Amazon Connect adapter that integrates ServiceNow Voice with Virtual Agent, the Virtual Agent API (snvaasservice) plugin must be installed.

    ServiceNow® Voice with Virtual Agent allows you to use the ServiceNow Virtual Agent conversation as an IVR (Interactive Voice Response) in phone and to use the existing ServiceNow Advanced Work Assignment to find an agent in case of an escalation and allows agents to work in ServiceNow Workspace to manage the incoming cases on the queue.

    The ServiceNow Voice for Virtual Agent application provides seamless interactive voice response (IVR) and calling experiences for your customers and agents when integrated with a Contact Center In Yokohama release, we have Amazon Connect, a pre-built adapter integrating the ServiceNow Voice with Virtual Agent to provide the robust capabilities of the Virtual Agent application.

    To use our pre-built adapter connector with ServiceNow Voice with Virtual Agent, install the Virtual Agent API (sn_va_as_service) plugin.

    Key features

    User experience
    • Have Virtual Agent answer calls and interact with end users for automated deflection on the phone channel.
    • Complete workflow including case lookup, interaction, and task management using Virtual Agent.
    • Enable agents to interact with users on the phone on workspace in case of any escalations.
    • Receive calls in inbox that are routed via the Advanced Work Assignment rules.
    Calling and routing
    • Make outbound calls via click to call or via auto-connecting the Omnichannel Callback feature.

      For more information, see Configure Conversational IVR with Amazon Connect.

    • Transfer to external phone number using the Amazon Connect Softphone.
    • Skills-based call assignment using the Advanced Work Assignment.
    Artificial intelligence
    • Match intent and entity using ServiceNow Virtual Agent.
    • Analyze sentiments of the utterances.
    • Real-time transcription and storage of the recording.
    User benefits
    • Account log in using voice to receive enterprise service.
    • Callback options.

    Example workflow

    The following example workflow shows the use of ServiceNow Voice for Virtual Agent application in resolving a customer issue.
    • A customer is in an IVR call using the ServiceNow Voice for Virtual Agent application.
    • The ServiceNow Voice for Virtual Agent application identifies the customer and starts an interaction.
    • A welcome message is read out to the customer including announcements if any.
    • Based on customer identification, the ServiceNow Voice for Virtual Agent application addresses the call.
      • If the caller is identified as an existing customer who has a customer contact or consumer record with the phone number details available in the ServiceNow Voice for Virtual Agent application, a personal greeting is read to the caller and the automated interactions with Virtual Agent conversations are made available.
      • If the caller is not identified, the caller is presented with the guest topics and the live agent topic. The caller can select the live agent topic to route themselves to a live agent.
    • The ServiceNow Voice for Virtual Agent application identifies the customer intent using automated interactions, and the Virtual Agent conversations guide customers to complete the workflow, including changing records, passwords or hearing about a case status.
      Note:
      This step in the flow applies only when the caller is an existing customer.