Hello, ServiceNow devotees! We have something exciting to discuss today. Say hello to the new integration of ServiceNow with Amazon Connect, revolutionizing how your users interact with your Virtual Agent via Interactive Voice Response (IVR).
At its core, the Conversational IVR with Amazon Connect allows users to have voice-based conversations with your Virtual Agent. This new dimension of interaction makes the whole customer service experience more personalized and real-time, with Amazon Connect providing the perfect vehicle for this smooth ride.
But wait, it gets even better. This integration allows you to use Virtual Agent topics as Conversational IVR, enabling deflection in Phone channels. This offers a Consistent End-User Experience, ensuring your users receive the same top-notch service across all channels.
Want to talk about true omnichannel service? This integration has you covered! You can now route Phone conversations directly to the Conversational VA-IVR, ensuring a seamless interaction from start to finish. It’s all about creating an Effortless Flow Across Channels, with ServiceNow and Amazon Connect working in perfect harmony.
One more thing! In case of escalations, the calls can be smoothly routed to live agents using ServiceNow AWA (Advanced Work Assignment) via the conversational infrastructure. This Seamless Call Escalation guarantees that, even in complex situations, your customers will always end up in the right place with the right person.
So, to sum it all up, the Conversational IVR integration with Amazon Connect is all about enhancing customer experience, improving consistency, and streamlining the service flow. It’s a game-changer, revolutionizing how you interact with your customers.
If this has piqued your interest, you can get started with the Conversational Integration with Amazon Connect application, right here on ServiceNow. Stay tuned for more updates on ServiceNow, your partner in transforming customer service experience.
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