3CLogic and Service Now Partner to Add Speech to Virtual Agent Solution

When they have a problem, a question or an issue, most customers still enjoy the ability to pick up the phone and call. Other channels, such as text, app or social media, are great to complement voice channels, but they’re not always customers’ first choice. With call traffic still high, companies need ways to support customers via the telephone without getting overwhelmed with long call queues. Enter the speech-enabled virtual agent.

3CLogic it is adding its integrated speech capabilities to ServiceNow’s (News - Alert) native Virtual Agent solution. The collaboration between the two companies will leverage ServiceNow’s Virtual Agent Designer, pre-built Virtual Agent topics, and natural language engine to allow ServiceNow customers to easily create and deploy conversational self-service call flows to solve for common call inquiries quickly while improving the customer experience.

Users of the twinned solution will have the ability to design intelligent self-service call workflows with ServiceNow’s native drag-and-drop designer supported by 3CLogic’s (News - Alert) integrated speech capabilities.

“3CLogic customers are eager to leverage their investment in the Now Platform to deliver superior customer and employee experience,” said Denis Seynhaeve, CEO of 3CLogic. “Merging our voice solution with ServiceNow’s Virtual Agent Designer provides yet another way to do so. Boosting ROI of course, but also delivering superior CX through self-service and easy escalation to agents. This is uniquely powerful.”

Customers of the integrated solutions will be able to extend existing Virtual Agent Chat flows to power new voice experiences, deploying new voice workflows quickly with the option to re-use, build on and apply current virtual agent flows and topics to solve for common call inquiries or deflect repetitive ones via voice self-service and SMS. Departments and service teams will be able to build, test and launch voice experiences without the need to rely on valuable technical resources or suffer long delivery times.

“We are excited to deliver this added level of functionality to our customers in the Now Platform Tokyo release in continued partnership with 3CLogic,” said Matt Schvimmer, SVP of product and service management at ServiceNow. “Phone (News - Alert) remains a key interaction channel for both customers and employees and this new capability will enable organizations to create modern voice workflows while leveraging the entire Now Platform to deliver great experiences and outcomes.”

Edited by Erik Linask