If you're launching the AI voice agent directly from a portal widget rather than handling incoming phone calls, you may not need a full telephony setup. Most ServiceNow documentation focuses on telephony-based call routing, which is why it asks for a telephony provider. If your goal is a widget-based AI assistant, check whether the video is using a different configuration or a newer feature than what's documented. We use Hello22 AI for web-based AI voice interactions without relying on traditional telephony for every use case, so it's definitely possible depending on your implementation. Hopefully, someone who has configured the widget-only approach in ServiceNow can share the exact steps.
