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Recipe Library  /  Recipe 10
Recipe 10 · AI intake · Concept

Voice to locker.

A call or kiosk video session that ends with a device released at the point of need.

Request the Blueprint See how it would work
ServiceNow Premier Partner, Build
An employee walking up to a Velocity Smart Kiosk in a corridor
The outcomeCalls that end with a device, not a courier.
The ingredients

Tools you may already run, plus the one that hands the device over.

Amazon Connect
Collaboration and contact centre
Genesys Cloud
Collaboration and contact centre
ServiceNow
ServiceNow platform
Smart Kiosk
Velocity, the hands
The outcomeCalls that end with a device, not a courier.
Velocity, the handsServiceNow platformCollaboration and contact centre
A recipe concept. Recipes show what becomes possible when tools you already own are combined with Smart Collect®. They are not off-the-shelf integrations. We build a recipe with you, and with the vendor, when it fits your estate.
How it would work

From the first signal to a device in hand.

1Signal

A phone call, or a video session at the kiosk, confirms a hardware fault.

2Decision

The agent, or the AI, reserves a device in ServiceNow without leaving the call.

3Handover

The caller collects from the nearest kiosk or locker, usually before the call notes are written.

The full sequence

  1. A caller, or a kiosk video session, reports a device problem.
  2. The agent, or the AI, confirms it is a hardware fault.
  3. Without leaving the call, the agent reserves a replacement in the nearest kiosk or locker.
  4. The caller gets the code before the call ends.
  5. They collect and return the old device in the same cell.
  6. The ticket closes with the call, the reservation and the swap on one record.

What you need in place

  • Amazon Connect or Genesys Cloud linked to ServiceNow
  • Smart Kiosk or Smart Lockers on site, with stock
  • Agents, or AI, able to raise and approve hardware requests from the call

How the pieces connect

Amazon Connect or Genesys Cloud
Uses its ServiceNow integration, so the agent works the ticket during the call.
ServiceNow
Holds the ticket, the asset and the approval.
Smart Collect®
Reserves the device from the call and issues the code.
Choose the brain

The physical steps stay the same, whichever system makes the decision.

This recipe starts with AI. The physical steps stay the same whichever AI you choose.

Full ServiceNow estate
Otto and AI Agents
The AI built into the ServiceNow platform makes the decision and reserves the device.
Not on ServiceNow yet
Flow by ServiceNow
A standalone AI service desk in Teams, Slack and email that can sync with ServiceNow later.
No AI required
ServiceNow workflow
A standard workflow runs the same steps from the same signal. Add AI later.
Why it matters

One record of what was decided, and what physically happened.

Native to ServiceNow
Smart Collect® is the only ServiceNow-certified smart locker and vending application. Reservations, handovers and returns are ServiceNow records, not entries in a separate portal.
One record, end to end
The decision and the physical handover sit in the same instance, under the same access controls and the same audit. Your data never leaves it.
Uses what you own
The recipe adds a physical step to tools you have already paid for, rather than another system to run.
Blueprint 10

A reference design for your technical team.

The Blueprint shows how this recipe would work in your ServiceNow instance and what a build would involve. It is a design, not a step-by-step installation guide.

  • What you need in place. Amazon Connect or Genesys Cloud linked to ServiceNow · Smart Kiosk or Smart Lockers on site, with stock · Agents, or AI, able to raise and approve hardware requests from the call
  • How the pieces connect. The role of Amazon Connect, Genesys Cloud and ServiceNow and Smart Collect®, and what stays in your instance
  • Step by step. All 6 steps, from the first signal to the returned device
  • Approval and policy. Agents can approve standard replacements within policy.
  • Handover rules and exceptions. Reservations, codes, expiry, returns, and what happens when stock runs out or nobody collects
  • What to measure. Calls ending with a device ready to collect · Courier shipments avoided · Time from call to device in hand
  • What a build involves. The questions to settle first, the roles involved, and how we would scope a six to eight week pilot

Request the Blueprint

A four-page reference design for your technical team. Tell us who you are and the Blueprint downloads straight away.
Questions

Before you ask

What if the caller is not near a locker?

The flow checks the caller's location first. If no unit is in reach, it falls back to your usual courier or engineer route.

Is this an off-the-shelf integration?

No. It is a recipe concept that shows what becomes possible when these tools are combined with Smart Collect®. We build it with you, and where needed with the vendor, when it fits your estate.

Where does the data live?

In your own ServiceNow instance. Smart Collect® does not keep a separate database of your users or devices.

Which AI does this need?

Whichever fits your estate. Otto suits companies on the ServiceNow platform, Flow suits teams not on it yet, and the physical steps are the same either way.

Does this fit your estate?

Tell us what you run. We will work out the recipe with you.

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