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Missed Connections: Why Integrating ServiceNow Virtual Agent & Voice is a Must

Integrating ServiceNow Voice with Virtual Agent offers customers seamless cross-channel support, ensuring a streamlined customer experience. However, failing to integrate ServiceNow Voice with Virtual Agent could lead to a range of disadvantages such as:

Unsatisfactory Customer Experience – Without integrating ServiceNow Voice with Virtual Agent, customers can have an unsatisfactory and disjointed customer experience. They can find it difficult to access the information they need, as well as have difficulty navigating the customer service process. Additionally, they may find that their inquiries are not addressed in a timely manner.

Here’s a Scenario:
A customer having difficulty understanding the technical jargon used by phone agents and then being unable to ask follow-up questions because they couldn’t switch channels for more information or assistance.

Lack of Access to Existing ServiceNow Features – If Voice doesn’t integrate with other ServiceNow features and solutions, customers will not have access to the same solutions and features that are typically available through other channels such as web, mobile, chatbot, or live-agent support.

Here’s a Scenario:
A customer having a hard time performing simple tasks like resetting a password or tracking a shipment.

Lower Data Accuracy – Customers typically interact with multiple channels to resolve their inquiries, which often results in data inconsistencies as the customer history is not accessible across every channel without integration.

Here’s a Scenario:
A customer calling a customer service representative to enquire about a missing package, but when they visit the website, the order appears as delivered and unable to be tracked.

Reduced Operational Efficiency – By not integrating Voice with Virtual Agent, agents will be forced to re-enter data resulting in longer call times and less efficient cross-channel operations.

Here’s a Scenario:
When performing transactions such as booking a reservation or placing an online order, agents have to manually enter data into multiple systems which can lead to data inaccuracies and delays in providing service to customers.

ServiceNow® Voice with Virtual Agent: Taking IVR to the Next Level

ServiceNow has taken interactive voice response (IVR) to a whole new level with its new Voice with Virtual Agent ability. This innovative solution allows customers to use the ServiceNow Virtual Agent conversation as an IVR on the phone and agents to use Advanced Work Assignment for escalations. For a seamless experience, ServiceNow Voice with Virtual Agent is available as a pre-built adapter on Amazon Connect. With it, customers and agents will be able to receive rich and meaningful experiences when using the application.

Getting Virtual Agent Conversations Going with Voice Channels

Integration of the ServiceNow Virtual Agent with Voice channels allows users to have interactive conversations through third-party Contact Center applications and voice assistant applications. This integration provides powerful capabilities such as touch or speak commands, automated voice workflows, and Virtual Agent topic interactions. The following is a list of what is possible with this integration:

• Enables users to have interactive voice response conversations via supported third-party Contact Center applications.
• ServiceNow Conversational Integration with Amazon Connect, 3CLogic, Alexa, and Google Assistant provides touch or speak command capabilities.
• Users are able to design automated voice workflows with ServiceNow Conversational Integration with Amazon Connect and 3CLogic.
• Virtual Agent interactions can take place using Virtual Agent topics with ServiceNow Conversational Integration with Alexa and Google Assistant.

Unlock the Capabilities of ServiceNow Voice & VA: Installing the Plugin

To unlock all of the capabilities of ServiceNow Voice with Virtual Agent, you need to install its official plugin: sn_va_as_service. After installing this plugin, customers and agents will be able to take full advantage of this powerful vocal solution. Additionally, they can make use of all the functionalities of the duo that seamlessly integrates with Contact Center in Tokyo Release.

Creating Meaningful Experiences with ServiceNow Voice & VA

Using ServiceNow Voice with Virtual Agent exponentially increases customer satisfaction by delivering engaging and meaningful experiences across their platform. Further, automation via Virtual Agent integration allows for more efficient workflows for users who can quickly jump into conversations without missing out on vital details.

Additionally, having access to data and automated workflows helps agents provide faster resolutions for any challenges that arise during a call or chat session. ServiceNow Voice with Virtual Agent—makes sure that you stay ahead of competitors by providing a technologically advanced platform filled with innovative features perfect for creating meaningful experiences in any call center setting.

An Example of how duo works together to resolve a customer issue.

A customer uses ServiceNow Voice for Virtual Agent to resolve an issue through an IVR call. The application identifies the customer and provides them with a welcome message, based on their existing customer status. After this, customers can either select automated interactions with Virtual Agent conversations, or they can choose to route themselves to a live agent. The ServiceNow Voice for Virtual Agent application then identifies the customer’s intent and guides them to complete the workflow.

Enhance User Experience with ServiceNow Voice & Virtual Agent: The Key Features of the Integration

Advantages of Users

• Enjoy the convenience of account login and access to enterprise services using voice commands.
• Benefit from callback options, when busy or away from a phone.

AI-Backed Efficiency

• Leverage AI tools to match user intent and recognize entities in an utterance.
• Utilize sentiment analysis to interpret communication better.
• Automatically capture recordings of conversations for later playback and enable real-time transcription.

Calling And Routing

• Make outgoing calls via click-to-call or via auto-connecting the Omnichannel Callback feature.
• Utilize Skills-Based Routing, with Advanced Work Assignment, to call the right personnel based on need.
• Transfer calls to external numbers if desired with the Amazon Connect Softphone auto connector.

User Experience

• Receive incoming calls routed by Advanced Work Assignment rules to the inbox.
• Allow agents to communicate with users on the phone through workspace in the event of an incident.
• Automate call deflection with a Virtual Agent answering the phone and interacting with the user.
• A Virtual Agent can be used to complete workflow including case lookup, interacting with customers, and managing tasks.

Turbocharge Your Customer Experience with ServiceNow Voice and Virtual Agent

AVASOFT is the leading provider of ServiceNow Virtual Agent and Voice implementation services, enabling businesses of all sizes to take advantage of the technology’s power. Our team of ServiceNow experts help organizations rapidly deploy enterprise-grade virtual agents, helping customers quickly realize the benefits of AI-powered customer service automation. We provide comprehensive end-to-end support when it comes to implementing ServiceNow Virtual Agent and Voice technology successfully within an organization’s technical landscape – making us the clear go-to partner for any IT automation needs!