Seamlessly Integrating ServiceNow with Genesys Live Agent: A Unique Approach

When tasked with integrating ServiceNow with Genesys Chat, we encountered a unique challenge—ensuring ServiceNow remains the primary bot while Genesys supports live agent interactions. Traditional "Bot-to-Bot" integration solutions weren’t an exact fit, as they primarily position ServiceNow as a secondary bot.

Our breakthrough? Leveraging ServiceNow’s "Bot Interconnect"—a powerful product. By creatively utilizing its functions and APIs, we established a seamless connection between ServiceNow (primary bot) and Genesys (secondary bot), enabling a fluid transition to live agents.

The journey wasn’t straightforward, but the results were game-changing. Stay tuned as we dive into how we made it happen—from technical implementation to key takeaways! 🚀