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Published on by
TriciaB
| Updated on
| Updated on
Building Custom Voice AI Agents for Customer Service: Lessons from Real Implementations
Your out-of-the-box voice agent covers the standard intents, but your callers need more? Voice is not chat with a microphone. Callers interrupt, go silent, and hang up, and the audio path adds failure points that chat never had. In this CRM AI Academy session, you will learn the six step framework for building custom voice AI agents that hold up under real, unpredictable calls.
Join your CSM Product Managers in Voice AI, Tim Peterson, Katie Connell, Rachna Keswani, and your usual host, Fernando Castro, to learn:
- What custom voice AI agents are, and how they differ from fulfiller agents
- Why they matter now, and the voice challenges to plan for, from audio errors to caller hangups
- The architecture: the voice AI stack, the contact center integration, and how it has evolved
- A six step implementation framework with demos, from orchestrator and AI agent design to prompting, tools, and evaluation
- Lessons learned from real implementations in the field
- How to get started today
Don’t miss out on this opportunity to connect with ServiceNow experts and get your questions answered live.
Questions for the presenters?
We do our best to allow time for Q&A at the end of the webinar. However, if you have questions about the topic, please post them in the comments section below and our product experts will be happy to assist you.
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Will you be attending?
Starts:
Thu, Dec 3, 2026 08:00 AM PST
Ends:
Thu, Dec 3, 2026 09:00 AM PST