0
3.12.4
Brazil, Australia, Zurich, Yokohama
Standalone Application
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
Changed:
Updated the 'Setup PIN' catalog item for Angular portal compatibility to replace deprecated UI16 catalog experience.
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)