---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Integrating Virtual Agent with Conversational IVR

# Integrating Virtual Agent with Conversational IVR {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ServiceNow's Conversational IVR with Amazon Connect
enables Conversational Interactive Voice Response (IVR) to be conducted by your instance. Users
will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent. Conversational IVR with Amazon Connect
is available with the installation of Conversational IVR with Amazon Connect
(com.sn.va.amz.connect) plugin.

## Request apps on the Store {#va-ivr-voice__section_nms_plv_5mb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#va-ivr-voice__inline-send-to-store}
Enable your users to initiate an IVR (Interactive Voice Response) conversation with your Virtual Agent Agent by building an integration with Amazon Connect. Using the Conversational IVR with Amazon Connect, you can enable a user to have a voice-based conversation with your Virtual Agent using Amazon Connect to help provide this functionality. This integration also provides the
user the flexibility to connect with an agent using ServiceNow
AWA
Advanced Work Assignment (AWA) over SoftPhone.

## Conversational IVR highlights {#va-ivr-voice__section_bwn_srj_qtb}

* Use Virtual Agent topics as a Conversational IVR to enable deflection in Phone channels, providing consistent end-user experience.
* Enable true-omnichannel flow including routing Phone to the Conversational VA-IVR.
* In case of escalations, route calls smoothly to live agents using AWA via conversational infrastructure.
{#va-ivr-voice__ul_g4h_trj_qtb}

To get started with the Conversational Integration with Amazon Connect application,
see [Install Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/z6JrqaXAEY7B24ufFR_ajg "Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.").

## Setup Conversational Integration with Amazon Connect {#va-ivr-voice__section_k3d_kgp_5tb}

Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with their Virtual Agent.

1. To install the pre-built adapter for Conversational Integration with Amazon Connect, see [Install Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/z6JrqaXAEY7B24ufFR_ajg "Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.").
2. To set up your Amazon Connect account if not already configured, see [Configuring your AWS account for use with Conversational IVR](https://servicenow-prod.fluidtopics.net/bTaQDU3_J56XoZAOUDUxvw "To enable the Conversational IVR functionality within your ServiceNow instance, you must utilize a third-party Contact Center application. One such option is Amazon Connect, which is part of the Amazon Web Services (AWS) platform. You must configure your organization’s AWS account prior to making it available for use in the Conversational IVR feature.").
3. To configure Conversational Integration with Amazon Connect, see [Configure Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/AidvM6_tWQ9KOLB2~rCKQQ "Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.").
4. To set up Live Agent transfer for Conversational IVR, see [Sync Agents to setup Live Agent transfer](https://servicenow-prod.fluidtopics.net/1QgaEdKinzAxduCAWeV2AQ "After the installation and configuration of Amazon Connect, you must sync agents to enable live transfer. You can sync agents stored in Amazon Connect with the agents on your ServiceNow agents.").
5. To configure user authentication, see [Configure user authentication for Conversational IVR](https://servicenow-prod.fluidtopics.net/~KbuS6Q~0lhM5YiCfUnLAA "You must configure the authentication level for how the end-user can be authenticated to be the logged-in ServiceNow user using Voice.").
6. To modify the Conversational Integration with Amazon Connect settings for the best interactive voice response, see [Manage bot messages for Conversational IVR](https://servicenow-prod.fluidtopics.net/f3xrYdMpFwVWZFYLiRSWUA "Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.").
7. To configure callback functionality, see .
{#va-ivr-voice__ol_pmj_2fl_qtb}  
Figure 1. Workflow of Conversational IVR with Amazon Connect