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Integrations with Service Desk Solutions

Overview ​

imper.ai integrates with service desk solutions (e.g., Amazon Connect) to enable real-time identity verification for callers reaching your service desk.

This integration ensures that users are verified before any operation is executed, enabling the process to be handled automatically. By offloading identity verification from live agents to imper.ai, organizations streamline service desk operations, reduce handling time and free helpdesk resources for other cases.

imper.ai returns a risk-based decision that drives the next IVR action.

How does it work? ​

Transfer to imper Verification ​

  • When a caller selects the “Reset Password” option in the IVR:

    • The IVR triggers a call transfer block to a designated imper phone number (imper.ai virtual agent).

    • imper.ai’s verification service will reach a verdict (Verified / High Risk). From the moment the call is transferred, imper.ai assumes control of the interaction and manages the full verification flow.

Prerequisites ​

To integrate ServiceNow with imper.ai, you must:

  • Have admin permissions in ServiceNow.

  • Be able to create and manage API credentials / integration user accounts.

  • Know how to define and limit API scopes or roles in ServiceNow.

  • [Info needed: any additional prerequisites, e.g., supported ServiceNow versions]

Create ServiceNow API Credentials ​

imper.ai integrates with ServiceNow using [Info needed: specify API type, e.g., OAuth, REST API, or integration user credentials].

  • [Info needed: instructions for creating the credentials in ServiceNow]

  • [Info needed: required permissions/scopes for the credentials]

  • [Info needed: any additional prerequisites, e.g., supported ServiceNow versions]

Required API Permissions ​

The following ServiceNow Permissions are required for the integration to function correctly:

  • All Task and child tables - read/write

  • system properties - read/write

  • outbound and inbound api

These permissions allow imper.ai to access ticket and user information, manage custom fields used during verification and automated actions, and maintain a secure, auditable workflow within ServiceNow.

Connect ServiceNow in imper.ai ​

Once your ServiceNow API credentials are ready:

  1. Log in to the imper.ai Admin Console.

  2. Navigate to Integrations.

  3. Locate ServiceNow and click Connect.

  4. [Write here the following steps]

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