How to test ServiceNow Voice AI agent

JK9903
Kilo Guru

4 weeks ago - last edited 4 weeks ago

Hello Everyone,

 

I've installed this plugin "IT Service Management AI Voice agent collection" ('sn_itsm_voice_aia')

I can't find any option to test these voice AI agents. When I go to the testing section it only shows the chat AI agent. There’s no option for testing the voice agents.

Is there a specific configuration or setup step needed to enable voice agent testing?

J4wahar_1-1760597228804.pngJ4wahar_0-1760597198157.pngJ4wahar_2-1760597273587.png

 

Thanks,

JK

 

0 Helpfuls
  • 612 Views
6 REPLIES 6

Me Being Mustaq
Tera Guru

4 weeks ago

Hi @JK9903 ,

 

To test the voice AI agents provided by the "IT Service Management AI Voice agent collection" plugin (sn_itsm_voice_aia), there are some specific setup and testing steps you need to follow beyond the usual chat AI agent test interface. The platform separates testing of chat and voice AI with dedicated tools or flows

 

Key Points and Approach to Test Voice AI Agents on ServiceNow:

  • Voice AI Agent Testing is different from Chat AI Agent testing:
  • Use the Voice Agent Phone Number/Call Me Feature:
  • Enable and Configure Telephony Integration:
  • Check AI Agent Studio for Voice Agent Testing Tools:
  • Programmatic and Automated Voice Testing:

Summary of Steps to Enable Voice Agent Testing

  1. Confirm your voice AI agent has telephony integration set up and active in ServiceNow.

  2. Navigate to the AI Agent Studio and locate the "voice agent" configuration or testing tab.

  3. Use the "Call Me" feature by entering your phone number to receive a real-time test voice call.

  4. Interact naturally with the voice agent to test prompts and logic.

  5. Review call recordings, transcripts, and error logs post-call for quality assurance.

  6. Optionally, use third-party testing tools or scripts for automated voice test scenarios.

If you don't see voice-specific testing options, it’s likely your telephony integration is missing or incomplete. Configuring telephony connectors and setting up the voice channels is critical to access and execute voice AI agent testing.

 

ServiceNow Links:-

 

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

0 Helpfuls

JK9903
Kilo Guru
In response to Me Being Mustaq

3 weeks ago

Hi @Me Being Mustaq ,

 

Thank you for your explanation.

I've connected ServiceNow with Twilio, but I couldn't find any option as call me or test in voice AI agent, is there any configuration needs to be done?

J4wahar_0-1760679777389.png

 

Thanks,

JK

 

0 Helpfuls

Me Being Mustaq
Tera Guru
In response to JK9903

3 weeks ago

Hi @JK9903 ,
 
Since you have connected ServiceNow with Twilio for your voice AI agent but don’t see any "Call Me" or test option in the voice AI agent interface, it indicates some additional configuration steps are likely needed to enable voice agent testing functionality fully.
 
Key Configuration and Setup Steps to Enable Voice AI Agent Testing with Twilio
  • Verify Twilio Integration Setup
  • Configure the Voice Channel and Telephony Settings in ServiceNow
  • Assign a Phone Number to the Voice AI Agent
  • Enable "Call Me" or Testing Feature in AI Agent Studio
  • Review Roles and User Permissions
Additional Recommendations
  • Review ServiceNow product documentation on setting up voice AI with Twilio and voice channel assignment for AI Agents.
  • Contact your ServiceNow Customer Success Manager or support for voice AI licensing and feature enablement prerequisites.
  • Test connectivity with Twilio outside ServiceNow first (e.g., using Twilio Console or Postman) to rule out integration issues.
The "Call Me" and live voice testing options activate only once the voice AI agent is properly linked with an active Twilio voice channel, assigned phone number, and configured for outbound calling in ServiceNow AI Agent Studio.
 
If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.
 
Thanks & Regards,
Mohammed Mustaq Shaik
0 Helpfuls

JK9903
Kilo Guru
In response to Me Being Mustaq

3 weeks ago - last edited 3 weeks ago

Hi @Me Being Mustaq ,

Can you please share the doc regarding this testing or the call me feature? 

I actually tested the incoming call twice by using Twilio client to dial this number and I got the following error.

"an application has been occurred" (I got this response in the call).

 

Thanks, 

JK

0 Helpfuls