Set up voice transcription in ServiceNow Agent workspace

AI-generated summary

Genesys Cloud enables voice transcription integration with ServiceNow Agent workspace, allowing agents to view live transcripts of voice interactions directly within their ServiceNow environment. When an organization configures voice transcription with the Low Latency Transcription option enabled, utterances from both agents and customers appear in the active call viewer within seconds, with each utterance labeled by speaker. Transcription begins automatically for all calls without agent action and ends when the call disconnects, after which the complete transcript becomes available in the Internal Transcript section of the interaction record. To implement this functionality, administrators must install and configure the Unified Experience from Genesys application in ServiceNow, enable voice transcription in Genesys Cloud, and add division IDs in JSON format to the integration's advanced configuration based on organizational structure and routing requirements. The system handles call transfers by attributing pre-transfer agent statements to the receiving agent, and transcripts may require page refresh to display while loading post-call.

PrerequisitesClick to expand

With the Unified Experience from Genesys and ServiceNow integration, agents can view live transcripts of Genesys Cloud voice interactions directly in the ServiceNow agent workspace.

When your Genesys Cloud organization is configured for voice transcription, live transcripts of voice interactions are published to ServiceNow automatically. During a call, utterances from both the agent and the customer appear in the active call viewer in the ServiceNow agent workspace within a few seconds. Each utterance is labeled with the speaker.

Transcription starts for all calls, with no action from the agent. When the call disconnects, the transcription ends and the interaction record in ServiceNow closes. After the call, the transcript is also available in the Internal Transcript section of the interaction record.

Notes:

When a call is transferred, anything that the first agent says just before the transfer might appear in the transcript as spoken by the agent who receives the call.
After the call ends, the Internal Transcript section can display a ‘-‘ while the transcript loads. To view the post call transcript in such scenario, refresh the page.

For agents to view voice transcripts in their ServiceNow workspace, follow these steps to set up voice transcription in Genesys Cloud:

Configure voice transcription in Genesys CloudClick to expand

Add division Ids in the advanced configuration of the integrationClick to expand

For voice transcription to work, you must add a division Id to the Unified Experience from Genesys and ServiceNow integration’s advanced configuration in Genesys Cloud.

Before you configure the integration, set up the necessary divisions in Genesys Cloud based on your organizational structure and routing needs. When you set up the integration in Genesys Cloud, include the divisionIds and specify the appropriate divisions in JSON format.

This image is a screenshot of the advanced configuration in the Unified Experience for ServiceNow integration in Genesys Cloud.

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