A case for every conversation
Each call, chat or email turns into a case with the reason, what was done and how it ended.
ServiceNow
Orvera + ServiceNow Integration
Orvera AI connects to ServiceNow, so every conversation its agents handle ends up as a proper case your team can work from. The agent opens and updates customer service cases with a full conversation summary. Calls and chats that need a person land with the right group, history and all.
ServiceNow
Orvera AIHow it fits
Does Orvera integrate with ServiceNow?
Yes. Orvera AI works with ServiceNow and with the contact center tools you already run beside it. Customer service teams on ServiceNow keep cases, owners and status in one place. The agent opens or updates the case during the conversation and writes the outcome back when it ends. The agent sticks to the steps your team approved, and we build and deploy the connection.
Built in
- role-based access controls
- encrypted data transmission
- SOC 2 Type II certified
What you get
What does the Orvera and ServiceNow integration do?
History before the answer
The agent reads earlier cases for the same customer first. A repeat contact picks up where the last one stopped.
Your tags and fields
Tags, priorities and custom fields follow the rules your team already uses, so your views and reports stay accurate.
Clean handoffs
When a person needs to step in, the case gets assigned to the right group with a summary they can act on.
End to end
How is the Orvera and ServiceNow integration set up?
- Step 01
Interaction initiated
A customer gets in touch by phone, chat or email, and the agent answers right away.
- Step 02
Workflow execution
It confirms what they need, then follows the steps your team approved for it.
- Step 03
Context applied
It reads the customer's open and past cases in ServiceNow and uses that history while it talks.
- Step 04
System updated
As soon as the conversation ends, the case is created or updated with the summary, tags and outcome.
- Step 05
Action triggered
If a person's needed, the case goes to the group you chose, and the customer hears what happens next.
In practice
Built for busy support queues
Case creation and updates
The agent opens and updates customer service cases with a full conversation summary, so your queue shows what happened on every contact.
Handoff and escalation
A customer who needs a person goes to the team you picked for that case, and the summary goes with them.
After-hours and overflow coverage
Late-night contacts and Monday-morning spikes get answered right away, same as a quiet afternoon.
Post-conversation follow-up
Once the conversation ends, the agent can kick off whatever follow-up your team set for that outcome.
Capabilities
What your team gets with Orvera and ServiceNow
Voice, chat and email
The same workflows run on every channel your customers use.
Agent Assist on live calls
When a person takes the call, Orvera AI Agent Assist puts the ServiceNow details and the next step on their screen.
Conversation summaries
Each conversation gets a short summary your team can read in a few seconds.
AI Quality Management
Every conversation gets scored against your quality checklist, whether the AI or a person handled it.
Reporting on every interaction
Contact reasons, outcomes and handoffs sit in one report, so you can see what's behind your volume.
ServiceNow
What outcomes does the ServiceNow integration deliver?
- A complete record of every conversation
- Less manual lookup work for your team
- Handoffs carry the whole conversation
- Coverage after hours and at peak times
- A clear record of every outcome
Related
Related Integrations
How do you get started with Orvera and ServiceNow?
We start with your ServiceNow setup and the requests your queue handles most. Then we design the workflows, build them and deploy them. Full deployment lands in 3 to 6 weeks, and we keep running the agents after they go live.