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How to test ServiceNow Voice AI agent

J4wahar
Tera Expert

yesterday - last edited yesterday

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

 

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Connectmustaq
Tera Expert

4 hours ago

Hi @J4wahar ,

 

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

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