The leading enterprise conversational automation platform
Deploy virtual voice agents for automated phone conversations
Conversational AI Analytics Suite for 360° Insights
Elevating customer service with AI-powered Agent Assist
Turnkey ecosystem integration with pre-built connectors
Fast and efficient call handling with automated ID&V and smart routing, all in natural language
Enabling frictionless, transactional customer service on any voice or text channel
Giving service agents superpowers through AI-infused agent augmentation
Enhance customer interactions with AI on the frontline
Connect customers to the right agent on the first try
Give your agents the confidence to solve complex requests
Boost your customers’ experience and agents’ efficiency
Improve customer satisfaction with detailed insights
Engage with your customers on the platform of their choice
Drive appropriate actions with intelligent processes
Integrate easily with existing enterprise infrastructure
Increase operational efficiency and reduce agent attrition
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An in-depth guide into the trusted use of AI in customer service automation
Find out everything you need to know about establishing "Explainable AI" based on the AIC4 criteria catalogue.
Imagine you could get the latest status of a given Incident, by simply asking a conversational AI. Gone are the days of browsing endlessly through portals and intranets to find the correct information.
Cognigy.AI now ships with an out-of-the-box integration for ServiceNow, a fully-fledged ITSM and digital workflow management solution that is used by more than 3000 organizations world-wide. ServiceNow is commonly used for all ITSM related processes like Incident and Problem Management and is also used to automate customer service processes.
By using Conversational AI, both internal customers as well as internal employees, can trigger processes and update tickets by simply “talking” to a chatbot. Users directly interact with ServiceNow data and functionality without navigating through menus and completing multiple forms. This is possible through Cognigy.AI’s ServiceNow connector. The connector offers a conversational interface to ServiceNow’s REST API, which allows for detailed, table-level, interactions.
Visual Flow Editor & Extension Framework
By using Cognigy.AI’s Extension Framework, the ServiceNow module can be easily configured. Operations can be selected by creating a ServiceNow Node in a given Cognigy.AI flow, allowing for contextual enrichment with data.
These functions can then be used as part of a Cognigy.AI-flow, to build conversational logic as can be seen in the following flow.
1. The user input is analysed using machine learning-based Natural Language Understanding (NLU)
2. In case the user says something like “What is the status of the Email client?” the associated “ServiceStatus” is triggered.
3. This triggers a ServiceNow GETFROMTABLE-Node to request, that retrieves the latest status from ServiceNow.
4. Finally, the incident status is output using a Say-Node, based on dynamic tokens like “incidentNumber” and “incidentStatus”, as can be seen in the following screenshot.
This process takes less than 10 minutes to set up and allows for very powerful interactions.
Deploy on multiple channels
Once a basic flow has been made, Cognigy.AI’s endpoint connectors can be used to easily make the bot available across a wide-range of channels. An example of this could be Facebook Messenger or Microsoft Teams. Another option would be a Voice Gateway Endpoint that allows users to simply call our bot via phone. The possibilities are endless!
Give it a try!
Contact your Cognigy.AI sales rep or request a demo! Need more technical information or want to test-drive it yourself? Check out our documentation and tutorial in the Cognigy.AI Help Center.
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