Servicenow, Inc.

Daniel Li-Shuan Wu

Scott Michael Rhodes

Gaurav Goyal

Andrew Thomas Roberts

Vinay Mohan

Ravi Ambati

Srikanth Mallikarjuna

Kristopfer P Krueger

An indication from a live agent in a communication session with a user to invoke a specified automated agent interactive conversation flow is received. The communication session with the user is transitioned from the live agent to the specified automated agent interactive conversation flow. During the specified automated agent interactive conversation flow, the live agent retains control over the communication session. An indication of an interaction of the user with the specified automated agent interactive conversation flow is provided. The communication session with the user is returned back to the live agent.

Invokable automated agent for interactive workflows

Utilizing quick actions includes receiving user input via a user input module of an agent workspace, wherein the user input comprises an action input comprising an action command, and in response to receiving the user input, determining a secondary menu for the action command, wherein the secondary menu comprises a plurality of selectable parameters for the action command, and presenting the secondary menu in association with the user input module. Utilizing quick actions also includes detecting a selection of a parameter from the selectable parameters, and triggering an action based on the action command and the selected parameter, wherein the action is associated with a process for the agent workspace.

Quick actions

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San Diego, CA, United States of America

Daniel Li-Shuan Wu