Configure Real Time Transcription for ServiceNow Voice Customer Service Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Configure settings in your Amazon Connect instance, and in your ServiceNow instance to allow agents to see a real time transcription of voice calls with customers.

    Vorbereitungen

    • An Amazon Connect instance set up using the guided setup.
    • Real Time Transcription is only available for ServiceNow Voice for Customer Service Management

    • Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    For new deployments, the Real-Time Transcription feature is enabled during the guided setup for Voice for Customer Service Management.

    If you have already deployed Voice for CSM and are upgrading, go through all of the steps for Setting up ServiceNow Voice, and Set up Real-Time Transcription for ServiceNow Voice before completing the setup on Amazon Connect.

    Prozedur

    1. Go to your Amazon Connect instance.
    2. Enable Contact Lens in the Amazon Connect instance.
      See the Amazon documentation for full instructions. Also refer to the Contact Lens documentation for more information about Contact Lens for Amazon Connect.
      1. On the "Set recording and analytics behavior block", enable Contact Lens.
      2. Enable speech analytics with real-time and post-call analytics.
    3. Go to the Setup Guide for Amazon Connect.
    4. Complete the instructions in the Real Time Transcription section.