voice-assist

To configure AI voice agents in ServiceNow, you need to set up voice-optimized Virtual Agent topics, integrate speech-to-text and text-to-speech engines, and establish IVR workflows with telephony providers like Twilio or Genesys. This enables automated, hands-free interactions across IT, HR, and field services.

Integrating speech-to-text and text-to-speech with ServiceNow Virtual Agent requires configuring specific voice tables and telephony properties through MCP and REST operations. This setup allows the virtual agent to process spoken inputs and generate natural language voice responses for callers.

Yes, ServiceNow voice agent configuration supports designing voice-focused intents with DTMF fallbacks for keypad interactions. It also integrates with IVR systems and telephony providers like Amazon Connect, Genesys, and Twilio to manage complex telephony-driven workflows.

Yes, you can apply ServiceNow voice agents to HR service desks and field service operations that require hands-free or telephony-based interactions. The configuration covers voice-enabled intents and topics tailored for these specific service use cases.

You can collect analytics and monitor voice interactions across IT, HR, and field-service use cases by configuring the appropriate voice tables and telephony properties. This tracking provides visibility into automated telephony-driven interaction performance and user engagement.