Conversational IVR with Amazon Connect
Enable your users to initiate an IVR (Interactive Voice Response) conversation with a virtual agent by using the Conversational Integration with Amazon Connect
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About
Enable your users to initiate an IVR (interactive voice response) conversation with a virtual agent by using the conversational integration with Amazon Connect. The Virtual Agent API application connects a user with a Virtual Agent using your company's Amazon Connect account. This integration also provides the user the flexibility to connect with an agent using ServiceNow AWA (Advanced Work Assignment) over Softphone.
Key Features
- Use Virtual Agent topics as a conversational-IVR to enable deflection in phone channels, providing consistent end-user experience.
- Enable true omnichannel flow including routing Phone to VA-IVR.
- In case of escalations, route calls smoothly to live agents using AWA via conversational infrastructure.