The ServiceNow Voice for Customer Service Management (CSM) application provides voice calling and interactive voice response (IVR) capabilities for customers and agents by integrating a cloud contact center provider with the ServiceNow Customer Service Management application.
This application includes the following key features:
Customer Experience
- Voice-based case management and agent connection
- Natural language voice interactions for case creation, updates, and inquiries
Agent Experience
- Preview caller information in CSM Configurable Workspace before accepting inbound calls
- Set voice presence status in CSM Configurable Workspace
- Make outbound calls with automatic interaction capture in customer records
- Call transcription displayed in CSM Configurable Workspace Chat panel
Manager Experience
- Call transcripts, sentiment analysis, and recordings for review
- Call metrics and performance reporting (agent call time, etc.)
ServiceNow Voice AI integration with Amazon Connect
- Voice AI-enabled and standard Amazon Connect inbound contact flows
- Automatically selects flows based on Voice AI enablement during setup
- Bot-to-agent transfer with voice service ID pass-through
- Pre-configured flows in the Amazon Connect setup experience
- Labeled flow options distinguish Voice AI-enabled from standard flows
Fixed
- Fixed an issue where the base system Amazon Connect inbound contact flow, imported from the Import Amazon Connect Contact Flows page, failed with
ReferenceError: "VoiceConstants" is not defined,and didn't create interactions. - Fixed a security issue that could expose customer phone authentication PINs to users without the required access.
Changed
- Simplified the demo inbound contact flow for AI-enabled CSM Voice with Amazon Connect by removing blocks that bypassed the Amazon Lex and operation handler logic.
Not applicable for this application version.
Required plugins and products:
- This application requires a subscription to Customer Service Management (CSM)
- Dependencies
- ServiceNow Voice Core (sn_cti_core)
- ServiceNow Voice UI Components (sn_cti_ux)
- ServiceNow Amazon Connect (sn_cti_amzn_cct)