Ressource for implementing Voice call to Ai Agent for incident creation

[User687957]

Dear all,

We need to test a customer case where quite many incident gets created manually form a customers call which is not so productive at the end and agent spend quite many times for that.

I need to study a small POC where from a voice call, I need to interact with ServiceNow AI to create automatically incident .

I could not find clear path information for such test integration.

Does some of you could share or have made similar thing and give me a guide line ?

Thanks for sharing
Regards

[rpriyadarshy]

What is the Voice Solution which you are using In Your environment - Like BT, Genesys Cloud.

To Spin an Incident from a Voice telephony System to ServiceNow - You need Voice to Text  Feature and Mapping these Text to Inbound Call to ServiceNow Incident Table. On High level.

I am NOT clear of your complete use case but refer SS for Voice related stuffs in ServiceNow.

Regards

RP

[User687957]

hello @rpriyadarshy ,
In an old project, I was integrated voice call using twillio for exemple.
My use case is as follow :
- Users call a number which is kinked to ServiceNow AI
- user describe his issue through phone to Agent AI
- AI agent reply to user through voice chanel
Once all information gets complited, AI agent create the incident

Regards

[Tanushree Maiti]

Hi @User687957 

Check this :

https://www.servicenow.com/community/virtual-agent-nlu-articles/conversational-ivr-faqs/ta-p/2309512

https://www.servicenow.com/community/now-assist-articles/ai-voice-agents-are-here-autonomous-service...