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Rockville, MD, USA, Sept 27, 2022 -- 3CLogic, announced the integration of 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 (NLU) engine to allow ServiceNow customers to create and deploy conversational self-service call flows to solve for common call inquiries fast while improving the customer experience.

Per a recent 2022 study, calling remains a preferred means of engagement by individuals, with 27% reporting an increase in their use of call centers for services. With 3CLogic’s voice-enablement of ServiceNow’s Virtual Agent, customers will enjoy several new integrated capabilities and use cases including:

Creating conversational IVRs leveraging ServiceNow’s Virtual Agent Designer – the ability to design intelligent self-service call workflows with ServiceNow’s native drag-and-drop designer supported by 3CLogic’s integrated speech capabilities.

Ability to extend existing Virtual Agent Chat flows to power new voice experiences – deploy new voice workflows fast 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.

"3CLogic customers are eager to leverage their investment in the Now Platform to deliver superior customer and employee experience," explains 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."

"We are excited to deliver this added level of functionality to our customers in the Now Platform Tokyo release in continued partnership with 3CLogic," states Matt Schvimmer, SVP of product and service management at ServiceNow. "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."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Wednesday, September 28, 2022