Mobile Voice Agents: Bring Natural Voice Conversations to the ServiceNow Mobile App

David Ha · 2 hours ago

AI Voice Agents Are Now Live on the Now Platform—Including Mobile

We’re excited to announce that AI Voice Agents are now live on the Now Platform, bringing natural, human‑like voice conversations to both customer and employee experiences.

AI Voice Agents enable users to ask questions, resolve issues, and complete tasks through intuitive voice interactions—turning every call into an intelligent, frictionless experience. Whether it’s resetting a password, checking incident status, or managing travel expenses, Voice Agents understand context, adapt to user intent, and deliver results without the need for menus, scripts, or long wait times.

What are AI Voice Agents?

AI Voice Agents are built specifically for the Now Platform to deliver intelligent, conversational support at scale. They integrate seamlessly with your existing systems and workflows to:

Automate routine service requests
Reduce call volumes and handle peak demand
Deliver fast, personalized support using natural speech
Seamlessly transfer to a live agent when needed

With customizable voice options, multilingual support for global users, and comprehensive analytics that capture key metrics and sentiment from every call, organizations have everything they need to design exceptional voice‑first experiences.

AI Voice Agents—Now on Mobile

The Mobile AI Voice Agent extends these powerful voice capabilities directly to ServiceNow mobile apps, allowing users to receive automated support through natural voice conversations instead of text‑based chat.

This is especially valuable for frontline, deskless, and mobile‑first workers who need quick, hands‑free access to help while on the move.

How Mobile AI Voice Agent Works

The Mobile AI Voice Agent supports two primary interaction models, depending on how your instance is configured:

1. Voice Agent via Virtual Agent

When a Virtual Agent is configured, users can access the Voice Agent through a wave icon that launches the Virtual Agent interface with voice capabilities enabled.

2. Direct Voice Agent Launch

If no Virtual Agent chat is configured, admins can expose a dedicated button on the mobile home screen, allowing users to launch the Voice Agent directly with a single tap.

In both cases, users interact with the agent using natural speech—no typing required.

In‑Call Experience on Mobile

During a voice interaction, the mobile experience is designed to be simple and intuitive:

Live transcription displays the AI agent’s responses in real time
Captions can be toggled on or off
Users can mute the microphone or end the call at any time

After the call ends, a read‑only transcript of the conversation is immediately available and supports copy‑and‑paste. Transcripts are not saved for later viewing.

Configuration and Administration

Mobile AI Voice Agent is configured using Assistant Designer, which now includes a mobile communication channel.

Admins can control mobile‑specific behavior using dedicated properties, including:

Whether captions are displayed during calls
Whether transcripts can be shared

This allows teams to tailor the mobile voice experience to meet usability, privacy, and compliance requirements.

Why It Matters

By bringing AI Voice Agents to mobile, organizations can:

Enable hands‑free, conversational support for mobile users
Reduce friction compared to typing or navigating small screens
Improve service efficiency while maintaining a natural, human experience
Support employees and customers wherever work happens

AI Voice Agents on Mobile help turn everyday moments into productive, intelligent interactions—right from the palm of your hand.

Common Use Cases

Mobile Voice Agents support a growing set of out‑of‑the‑box and customizable scenarios, including:

IT Service Management – Check ticket status, create incidents, or search knowledge
HR – Submit PTO requests, check policies, or update employee information
Employee Service – Get answers quickly without opening multiple screens

These experiences are powered by the same AI Voice Agent framework used across channels, now optimized for mobile.

Availability

AI Voice Agents on Mobile are available to Now Assist customers and supported on instance versions:

Yokohama Patch 11+
Zurich Patch 4+
Australia Patch 0+

Get Started

To learn more and take the next step: