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Published on by
seemasingh
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| Updated on
AI Skills for Requestors | Autonomous IT Academy
Phone is still the top channel for submitting IT incidents, accounting for 42% of help desk contacts, and in industries like healthcare, retail, and finance that number climbs to 70%. Every one of those calls costs up to 50x more than a self-service interaction. AI Voice Agents change that equation by handling calls end to end, with the same LLM topics, catalog items, and knowledge base articles that already power your virtual agent chat experience.
This session covers Conversational Self-Service for Requestors, the value point within the Zero Touch IT Support journey (Automate phase), focusing on Now Assist Virtual Agent and AI Voice Agents. We walk through the key concepts that differentiate AI Voice Agents from NAVA (AI Agent for Virtual Agent), the CCaaS integration requirement, how the Voice Orchestrator routes calls, and the out-of-the-box ITSM Voice Agents you should activate before building custom ones.
The session includes enterprise use cases across financial services, healthcare, retail, manufacturing, technology, and government, showing real deployment patterns from password reset automation to multilingual voice support. A live capability demo walks through the AI Voice Agent flow in action.
What you'll take away: A clear understanding of the AI Voice Agent architecture (Voice Assistant, Voice Orchestrator, OOB agents), prerequisites and plugin requirements for deployment, the team structure and roles needed for a successful rollout, recommended KPIs and OKRs mapped to the Insight, Automation, and Autonomy maturity progression, and a three-step action plan (Assess, Activate, Advance) to get AI Voice Agents into production.
Want to go deeper after this session? Here are a few resources that connect directly to today's episode: Autonomous IT Journey Map + Context
Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!
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The Autonomous IT Academy is your guide to mastering ServiceNow's Autonomous IT framework. This series takes you through the full transformation journey, centered on achieving two critical outcomes: zero service outages and zero-touch IT support. Each session focuses on actionable steps—how to operationalize AI-driven automation, institute proactive issue resolution, and enable self-service capabilities across your IT environment. This series is designed to help you break silos, optimize workflows, and turn the vision of uninterrupted, efficient IT operations into reality. We will have product experts on hand to demonstrate concepts, provide actionable guidance, and answer your questions in a live setting.
Target Audience:
- IT Operations Leaders & Site Reliability Engineers (SREs)
- IT Service Management (ITSM) Managers & Service Desk Leaders
- Platform Owners
- Enterprise Architects & Strategy Managers
- Automation and AI Strategy Leads
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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Start:
Wed, Apr 15, 2026 08:00 AM PDT
End:
Wed, Apr 15, 2026 09:00 AM PDT