WhatsApp to ServiceNow’s Virtual Agent integration, without the need for Twilio
Everything you’d normally do in a ServiceNow service portal, you can now do via WhatsApp! Request a holiday, write time, log an IT incident, etc. In another hackathon project, I’ve already built a feature that could read expense receipts, so if you now send your receipt via WhatsApp, it will be automatically converted into a reimbursement request using OCR (Optical Character Recognition), you check and confirm, and you’re done! Also, logging IT incidents like this is super convenient when you’re remote and your computer breaks down which means you cannot access the service portal via desktop.
Since everybody uses WhatsApp, this mobile service solution is fast, easy and secure. Messaging is encrypted and it is connected to your telephone number, which is unique. And the best thing is: what goes for employees also applies to fulfillers! They can also approve requests via WhatsApp, either push-based where you receive an approval notification or per request by messaging which open approvals are left.
PS: Yes, this integration has already been built by ServiceNow but their solution requires a Twilio account. My integration doesn’t.
You can see a little demo video over here:
