Conversational interfaces (or chatbots) can provide an intuitive interface for processes such as creating and monitoring tickets. Let’s consider a situation in which a recent hire on your team is required to cut tickets for office equipment. To do so, they have to interact with a ticketing software that the organization uses. This often requires accessing the ticketing system, knowing which ticket to open, and then tracking the ticket manually through the process until completion. In this post, we show you how to integrate an Amazon Lex chatbot with ServiceNow . The bot will make it easier for creation and tracking of tickets for day-to-day activities such as issuing new office equipment for new hires. You can also integrate the experience into a customer support call to seamlessly create tickets for the callers.
The following diagram illustrates the solution workflow.
The solution includes the following steps: