Voice to incident creation

[Shusovit Dutta]

There is a requirement from client that they will call a IVR and follow prompts and a bot should ask for the contents of an incident and raise a incident in SN. How this requirement can be achieved. I know it might require an integration with a 3rd party tool (zoom/teams etc.) but if anyone has worked on this type of requirement or idea on which 3rd party tool is best suited for this requirement let me know.

[Dr Atul G- LNG · Accepted solution]

Hi @Shusovit Dutta 

https://www.servicenow.com/community/virtual-agent-nlu-articles/conversational-ivr-faqs/ta-p/2309512

[Tanushree Maiti]

Hi Shushovit,

Using Voice,  incident creation in ServiceNow  could be achieved through AI-powered voice commands, integrations with platforms  like Twilio, Amazon Connect, or softphones etc

Please refer this links, see if it helps you:

How to Leverage Voice Integration with ServiceNow Virtual Agent to Drive Faster Resolutions

VoiceCueAI - ServiceNow Store