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Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Integrating Virtual Agent with Voice channels

Enable users to run voice-based Virtual Agent bot conversations by integrating with supported third-party Contact Center applications and voice-assistant-based applications. Use the Conversational Integration apps that are available from the ServiceNow® Store to configure these voice-based apps for your ServiceNow instance.

Conversational IVR (Interactive Voice Response) integrates third-party Contact Center applications with your ServiceNow instance. This enables users to have voice-based conversations with your Virtual Agent.

The Virtual Agent integration with voice assistant applications enables interactions with touch or speak commands. For more information, see Conversational Integration with Alexa

  • Conversational IVR with Amazon Connect
    Use Conversational IVR with Amazon Connect to enable Conversational Interactive Voice Response (IVR) on your instance. Users will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent.
  • Conversational Integration with Alexa
    Use the Conversational Integration with Alexa application to empower customers to engage with your business using their Alexa devices. The application connects a requester with a Virtual Agent using your company's Alexa account.

Parent Topic:Integrating Virtual Agent with other channels