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. For more information, please see
Application Runtime Policy
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)