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 · Accepted solution]

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...

[User687957]

I manage to get part of the configuration but I get one question where it is not clear when setting up the Telephony Provider

IN service now when configuring the telephony provider you get the following picture below

The URL in the red square is not visible for beeing copied to the Twillio account as a webhook endpoint
If I check in the AIVoiceAgents table configuration for the service URL it is properly set and valid as seen below



Why it is not visible in previous screen configuration of telephony provider ? Does it needs to be activated first ?

Thanks