Today, enterprises are increasingly automating customer service processes to reduce costs as well as improve the experience. According to a Forrester study, 89% of consumers say their loyalty depends on the quality of their experience with customer service teams, and this is further improving with the help of AI automation and chatbots. As part of this, more companies are leveraging voice-based solutions in combination with artificial intelligence (AI) to provide customers with easier and faster support.
And it’s not just consumer-facing businesses that are reaping the rewards from virtual assistant solutions – enterprises are now using virtual agents for internal business processes, like employee onboarding, HR inquiries, and help desk support.
The Tokyo Release of ServiceNow Voice integration with Virtual Agent provides employees and customers a powerful way to interact with ServiceNow by using their voice. With this service, customers will be able to access information much easier than before without having to go through endless search engines or switch between multiple applications.
Missed Connections: Why Integrating ServiceNow Virtual Agent & Voice is a Must
ServiceNow® Voice with Virtual Agent: Taking IVR to the Next Level
Unlock the Capabilities of ServiceNow Voice & VA: Installing the Plugin
Creating Meaningful Experiences with ServiceNow Voice & VA
Enhance User Experience with ServiceNow Voice & Virtual Agent: The Key Features of the Integration
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 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.
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:
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.
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.
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.
Advantages of Users
Calling And Routing
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!
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