3CLogic Voice-Enables ServiceNow’s Virtual Agent

3CLogic has integrated its voice solution with ServiceNow's native Virtual Agent as part of its ongoing collaboration with the company's Technology Workflows business unit.

The new offering will leverage ServiceNow's Virtual Agent Designer, pre-built Virtual Agent topics, and natural language understanding (NLU) engine to allow ServiceNow customers to create and deploy conversational self-service call flows to solve for common call inquiries.

With 3CLogic's voice-enablement of ServiceNow's Virtual Agent, customers will have several new integrated capabilities and use cases, including the following:

  • Creating conversational interactive voice response (IVR) systems leveraging ServiceNow's Virtual Agent Designer, a native drag-and-drop designer supported by 3CLogic's integrated speech capabilities.
  • Extending Virtual Agent Chat flows to power new voice workflows 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 3CLogic SMS.
  • Leveraging ServiceNow's native natural language understanding (NLU) engine and 3CLogic to determine caller intent and deliver conversations using the full context of the Now Platform.
  • Enabling service teams to create, test, deploy, and change voice workflows.

"3CLogic customers are eager to leverage their investments in the Now Platform to deliver superior customer and employee experience," said Denis Seynhaeve, CEO of 3CLogic, in a statement. "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."

"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, senior vice president of product and service management at ServiceNow, in a statement. "Phone 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."