Exploring Omnichannel Callback
Summarize
Summary of Exploring Omnichannel Callback
The Omnichannel Callback app is a ServiceNow AI Platform® feature designed to enhance user experience by allowing agents to call users back instead of users waiting in queues for live agents. This capability improves interaction efficiency, especially during high wait times or when agents are unavailable. It supports callbacks through various conversational integration channels and integrates smoothly with interactive voice response (IVR) systems.
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Workflow
When users request help but live agents are busy or unavailable, they can opt for a callback. Omnichannel Callback checks agent availability using ServiceNow® Advanced Work Assignment (AWA) and creates a callback work item. AWA assigns the callback task to an available agent, who receives a Callback accept card in their workspace. Agents can close or requeue callbacks manually as needed.
Key Features and Benefits
- Immediate Callback Task Creation: Callback requests are placed instantly in the AWA queue, ensuring timely follow-up by available agents.
- Retry Mechanism: If the user does not answer the initial callback, agents can manually retry, with callbacks re-queued based on system-defined retry policies.
- Scheduled Callbacks: Users can schedule callbacks by date and time, supported through available time slots. This feature is currently available via the Customer Service Management (CSM) application.
- Video Callbacks: Users can request video callbacks, currently supported only through the Zoom service. This requires the Zoom extension for the Omnichannel Callback Store app.
What Customers Can Expect
ServiceNow customers leveraging Omnichannel Callback can expect improved customer satisfaction by reducing wait times and providing flexible callback options. The integration with AWA ensures efficient agent workload management, while scheduling and video callback features offer enhanced convenience for users. The system’s retry capability helps maximize successful callback connections, improving overall contact center effectiveness.
Learn more about Omnichannel Callback and review its benefits.
Omnichannel Callback overview
The Omnichannel Callback app is a ServiceNow AI Platform® capability that offers enhanced user experience by providing an option for agents to call users back rather than waiting in the queue for an available agent. For example, you can use the callback functionality to call users back when the agent wait time is long or when there are no agents available.
Callbacks are a well-received addition to any interactive voice response (IVR). You can invoke callbacks on any supported conversational integration channels.
Omnichannel Callback workflow
- Users seeking help from a live agent request for a callback when the live agent is either unavailable or the wait time to get to a live agent is long.
- Omnichannel Callback determines the availability of agents via ServiceNow® Advanced Work Assignment (AWA) and places a callback work item for an available agent.
- AWA picks up the callback task and places it in the callback queue.
- The agent receives a Callback accept card. If the agent decides to close the interaction or requeue the callback manually, the agent can do so from the workspace.
Omnichannel Callback benefits
| Benefit | Feature | Users |
|---|---|---|
| Omnichannel Callback creates callback work items for available agents via AWA. Callback requests are placed in the AWA queue immediately upon submission. If the customer does not answer the initial callback, the agent has the option to manually initiate a retry. In such cases, the callback is re-queued according to the retry mechanism defined in the system. | Recurring Callback | Agents |
| Users requesting a callback can schedule by date and time based on the available time slots. Omnichannel Callback provides the framework for the scheduled callback. Consumer use cases for scheduled callback are currently supported via Customer Service Management (CSM) application only. | Scheduled callback | Customers |
| The user can request for a video callback at an appointed time. Currently, video callback is supported only via the Zoom service and requires the Zoom extension for Omnichannel Callback Store app. For more information, see Zoom extension for Omnichannel Callback. | Video callback | Customers |