How does RTT integrate and enhance ServiceNow?
Posted: Sun May 25, 2025 8:47 am
In the world of customer service and IT service management, real-time transcription does more than just capture conversations, it enhances agent efficiency, improves customer experience, and streamlines operations. The true value emerges when RTT is integrated with ServiceNow, creating a seamless, data-driven experience. Let’s explore some of the key use cases:
Seamless Transitions from Voicebot to Live Agent
When a voicebot transfers a customer to a live agent, canada phone number list the transition can feel fragmented, especially if the customer has to repeat what they've already said. Real-time transcription (RTT) solves for this by capturing the full virtual interaction and turning it into a live transcript. With Now Assist in ServiceNow, a concise, context-rich summary is instantly generated and shared with the agent, while case fields are automatically populated. The result is a smooth, efficient handoff that saves time, reduces repetition, and improves the overall customer experience.
Enhancing Now Assist with Instant Transcription
Real-time transcription significantly amplifies the power of ServiceNow Now Assist by enabling spoken dialogue to be instantly available in text form during a call. The live transcript provides Now Assist immediate access to key information, allowing it to generate resolution notes, recommend relevant agent skills, and trigger automated workflows without delay.Instead of waiting until after a call ends to begin documentation or next steps, Now Assist can act in the moment, reducing the manual burden on agents.
A Safety Net for Missed Details
In fast-paced conversations, agents may miss important details. Real-time transcription acts as a live backup, allowing them to quickly reference what's been said without interrupting the customer. For supervisors, transcripts offer instant visibility into ongoing calls. With RTT and Now Assist, they can generate live summaries to step in with context or support as needed. Post-call, call transcripts also support agent coaching by highlighting areas for improvement.
Proactive Supervision via Instant Sentiment Analysis
As real-time transcripts are created, AI can analyze the customer’s tone and emotional state on the spot. This enables supervisors to receive instant alerts when a conversation shows signs of frustration or escalation. Instead of relying on post-call reviews, they can step in proactively—coaching agents or resolving issues in real time. Over time, these insights also reveal broader sentiment trends, helping leaders refine service strategies and enhance agent training.
Conclusion
Together, RTT and ServiceNow create a more responsive, intelligent, and efficient customer service environment. From real-time insights to automated documentation, the integration empowers both agents and supervisors to deliver better outcomes—faster and with less effort.
Ready to explore how real-time transcription can enhance your contact center?
Sign up for a live demonstration to learn more about 3CLogic’s AI-driven voice-first solution for ServiceNow.
Seamless Transitions from Voicebot to Live Agent
When a voicebot transfers a customer to a live agent, canada phone number list the transition can feel fragmented, especially if the customer has to repeat what they've already said. Real-time transcription (RTT) solves for this by capturing the full virtual interaction and turning it into a live transcript. With Now Assist in ServiceNow, a concise, context-rich summary is instantly generated and shared with the agent, while case fields are automatically populated. The result is a smooth, efficient handoff that saves time, reduces repetition, and improves the overall customer experience.
Enhancing Now Assist with Instant Transcription
Real-time transcription significantly amplifies the power of ServiceNow Now Assist by enabling spoken dialogue to be instantly available in text form during a call. The live transcript provides Now Assist immediate access to key information, allowing it to generate resolution notes, recommend relevant agent skills, and trigger automated workflows without delay.Instead of waiting until after a call ends to begin documentation or next steps, Now Assist can act in the moment, reducing the manual burden on agents.
A Safety Net for Missed Details
In fast-paced conversations, agents may miss important details. Real-time transcription acts as a live backup, allowing them to quickly reference what's been said without interrupting the customer. For supervisors, transcripts offer instant visibility into ongoing calls. With RTT and Now Assist, they can generate live summaries to step in with context or support as needed. Post-call, call transcripts also support agent coaching by highlighting areas for improvement.
Proactive Supervision via Instant Sentiment Analysis
As real-time transcripts are created, AI can analyze the customer’s tone and emotional state on the spot. This enables supervisors to receive instant alerts when a conversation shows signs of frustration or escalation. Instead of relying on post-call reviews, they can step in proactively—coaching agents or resolving issues in real time. Over time, these insights also reveal broader sentiment trends, helping leaders refine service strategies and enhance agent training.
Conclusion
Together, RTT and ServiceNow create a more responsive, intelligent, and efficient customer service environment. From real-time insights to automated documentation, the integration empowers both agents and supervisors to deliver better outcomes—faster and with less effort.
Ready to explore how real-time transcription can enhance your contact center?
Sign up for a live demonstration to learn more about 3CLogic’s AI-driven voice-first solution for ServiceNow.