ServiceNow Voice for CSM
Integrate Voice apps with the ServiceNow Customer Service Management application.
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About
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.
Key Features
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