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3.12.0
Australia, Zurich, Yokohama, Xanadu Patch 3, Xanadu
Standalone Application
The ServiceNow Voice for Customer Service Management (CSM) application provides interactive voice response and calling capabilities for customers and agents by integrating a cloud contact center provider with the ServiceNow Customer Service Management application.
Use Voice for CSM to integrate ServiceNow Customer Service Management (CSM) application with cloud contact center providers.
This application includes the following key features:
Customer Experience
- Use natural language voice interactions to create a case, check and update case status, or connect with an agent.
Agent Experience
- Preview caller information in the CSM Configurable Workspace before accepting an inbound call.
- Set agent presence for voice as a service channel in the CSM Configurable Workspace inbox when integrated with the agent softphone.
- Make outbound calls and automatically capture interaction details in the customer record.
- Enable real-time transcription to display call transcripts in the CSM Configurable Workspace Chat panel.
Manager Experience
- Review call transcripts, sentiment data, and recordings to identify agent coaching opportunities.
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Use call metrics, including agent call time, to report on agent performance.
ServiceNow Voice AI integration with Amazon Connect
- Voice AI-enabled and standard Amazon Connect inbound contact flows for flexible deployments.
- Automatic flow selection based on Voice AI enablement during setup.
- Seamless bot-to-agent transfer with voice service ID pass-through.
- Pre-configured flows integrated directly into the Amazon Connect setup experience.
- Clear labeling to distinguish between Voice AI-enabled and standard flow options.
New
ServiceNow Voice AI-enabled Amazon Connect inbound contact flows:
ServiceNow Voice for CSM now provides Voice AI-enabled Amazon Connect inbound contact flows. When Voice AI is enabled during setup, customers receive pre-configured flows for bot routing with live agent transfer. Standard flows are available for non-Voice AI deployments. Voice service IDs are automatically passed through for seamless bot-to-agent handoff.
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)