AI Agent Triggered by Voice Interaction Update Does Not Execute for Verified Callers

[ShuRiseUp2023]

Hi everyone,

I'm working on a ServiceNow Voice integration(Amazon Connect) and have encountered an issue with triggering a Chat AI Agent when an incoming phone call is transferred to a live agent.

Use Case

I have configured an AI Agent in AI Agent Studio to automatically execute when an Interaction record is updated and the call transcript is populated during the handoff from the IVR to a live agent.

The AI Agent is designed to:

• Read the call transcript from the Interaction record.

• Extract the caller's symptoms, keywords, and relevant information.

• Search the Knowledge Base for relevant articles.

• Make the knowledge search results available to the live agent- show on the Otto Panel.

The Issue

The same AI Agent works for Guest (unverified) callers but does not execute for verified callers after they are transferred to a live agent.

Here is what I have observed:

Behavior Guest caller Verified caller

Interaction record created	Yes	Yes
Caller requests live agent	Yes	Yes
Transcript populated during handoff	Yes	Yes
AI Agent trigger executed	Yes	No

Interestingly, both guest and verified callers go through the same IVR and live-agent handoff process. I also accept the calls as the same live agent, regardless of whether the caller is verified.

Current Configuration and Troubleshooting

1. The AI Agent trigger is configured on the Interaction table, with an update trigger.

2. The trigger condition checks whether the transcript is populated and type is phone and the assigned_to is not virtual agent to make sure the interaction has transferred to a live agent. 

3. when define the user who run the trigger is the Assigned to in the interaction table to make sure the live agent run the trigger. 

4. The trigger is configured to run for the Otto panel channel.

5. The AI Agent is configured with dynamic user execution.

6. Under Define Data Access, I selected the following user identities:

   • sn_customerservice_agent

   • platform_ml_di.creation_agent

   • sn_customerservice.consumer_agent

7. Under Who Can Access This AI Agent (ACLs), I configured:

   • sn_esm_agent

   • snc_internal

I also tested different trigger execution options, including "For Each Unique Change" and other execution settings.

When I tested with a guest caller, the AI Agent was triggered successfully. However, when I tested with a verified caller, the transcript was populated on the Interaction record, but the AI Agent was not triggered at all. I could not find an execution record in the AI Agent Studio Activities tab.

Another observation in the Flow Executions: if the trigger flow executions were created by me(assigned_to), the AI Agent will be executed and show on the Otto Panel. If the trigger flow executions were created by admin, it won't be triggered. The flow is set to run as the user who initials the session.

My Questions

1. Why would the same Interaction update trigger work for guest callers but not verified callers?

2. Could this be related to the execution context, user identity, ACLs, or permissions when the caller is authenticated?

3. Does the verified caller's Interaction record follow a different update process or execution context during the voice handoff?

4. Are there any additional configurations required to trigger an AI Agent for verified callers?

5. Is this related to user session? 

Has anyone implemented a similar use case using ServiceNow Voice and AI Agent Studio?

Any suggestions or insights would be greatly appreciated.

Thank you!