Introduction
AI Voice Agents refer to intelligent conversational systems that understand, respond to, and act upon natural spoken interactions, delivering support across voice–enabled channels such as phone, web, and mobile.
Natural, two-way voice interaction is crossing the threshold from a “cool demo” to a dependable enterprise solution. With our Q4 GA release, we are shipping the foundational capabilities designed to deliver a fast, measurable and secure voice experience. Think real conversations that resolve issues, kick off workflows, and hand-off to humans when needed.
Why voice matters now
The Technology and market for the AI Voice Agents are hitting an inflection point. The advances in foundational models have reached a critical threshold, enabling human-like fluency, where multi-modal experiences can truly become a reality.
Enterprises are leaning into voice for three reasons:
- Service desk efficiency — deflect high-volume calls to a Voice Agent that can authenticate, retrieve context, and resolve.
- User productivity and ease of use — a voice-first interface reduces clicks and accelerates task completion.
- Accessibility & compliance — voice can help address accessibility and inclusivity goals.
What to know
The Q4 GA release of ServiceNow AI Voice Agents marks a major milestone in our journey to make voice a key modality on the Now Platform. This release aims to provide multilingual and secure solutions for enterprise needs.
We’re expanding the reach of voice agents by supporting leading CCaaS solutions (e.g., Genesys, Twilio) and enabling users to interact with the ServiceNow AI Platform in a way that feels natural and frictionless. Security and trust are also at the forefront. AI Voice Agents will be able to authenticate users using enterprise-grade authentication methods, ensuring that sensitive workflows are handled with confidence.
This release is about laying the foundation for scale. We’re working closely with early adopters to validate real-world scenarios, and what we’re learning is shaping the future of voice on the Now Platform.
Early Use Cases
- IT service desk. Automate high-volume intents—report IT issues, check incident status, or route to the right catalogue flow.
- HR self-service for common requests. Voice Agents can guide new hires with onboarding, policy FAQs, or simple transaction requests such as PTO requests.
- Operational “agent assist.” Provide real-time knowledge lookups for troubleshooting with suggested next steps.
We will also be releasing multiple out-of-the-box Voice Agents for admins to deploy for IT, HR, and CSM Use Cases. A few use case examples of these out-of-the-box voice agents involve creating an incident, troubleshooting Outlook issues, requesting time off, and following up on a case.
Try it today
If you want a deeper dive into ServiceNow Voice Agents or help identifying the use cases, contact your ServiceNow team for the introduction.
