--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Voice # Agentic AI in the Voice application {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Agentic AI in the Voice application The Agentic AI in the Voice application, available in the Zurich release, enables ServiceNow customers to efficiently create and manage IT service-related tickets through voice interactions. Leveraging Voice AI agents, users can handle tasks such as troubleshooting WiFi connectivity, checking ticket status, escalating tickets, and resetting passwords using natural voice commands during calls. Show full answer Show less ## Key Features * **Create and manage incidents:** Voice AI agents allow users to open new incidents and manage existing tickets through voice commands, enhancing hands-free support experiences. * **Ticket status updates and escalation:** Users can inquire about ticket updates or escalate ticket priorities verbally, receiving contextual responses aligned with their queries. * **Password reset assistance:** Voice AI agents provide step-by-step password reset instructions via knowledge articles, send reset links by SMS, or read URLs aloud, supporting multiple communication preferences. * **Voice AI agent customization:** Agents can be duplicated and customized to meet specific organizational requirements. When modifying agents or tools, updating all related instructions is essential. Activation requires enabling the Status field on the Define availability screen. * **Pre-configured AI voice agent collection:** The AI voice agents are installed through the IT Service Management AI voice agent collection application (snitsmvoiceaia), which includes primers with essential functionalities that can be expanded for tailored use cases. * **Specialized Voice AI agents (Primers):** * Request catalog item agent: Submits software-related catalog requests or emails links for non-software requests. * Troubleshoot Outlook issues agent: Searches knowledge bases and emails troubleshooting articles. * Submit account unlock catalog agent: Automates submission of account unlock requests. * **Knowledge article search integration:** Customers can configure Voice AI agents to search knowledge bases by defining appropriate articles, setting AI search profiles, and creating search retrieval tools, enabling agents to provide informed answers and resolve issues effectively. ## Key Outcomes * Streamlined IT service management through voice-enabled ticket creation and updates. * Improved user experience by providing hands-free, conversational access to IT support functions. * Enhanced flexibility with customizable AI agents that adapt to specific organizational workflows. * Increased efficiency in password reset processes and service catalog submissions via voice interaction. * Better knowledge utilization by integrating AI voice agents with ServiceNow's knowledge base search capabilities. Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls. Here is an example of how Voice AI agents work. The Request catalog item with Voice AI agent video is an example that shows how to use a demo Voice AI agent. ## Managing IT-related issues using Voice AI agents {#now-assist-itsm-aiagents-voice__section_b25_wzj_h2c} Using the ServiceNow Otto for ITSM Voice AI agents, you can do the following: * Create incidents and manage tickets using voice calls. * Use generic queries such as, "Is there an update to my ticket from yesterday?" or "What's the status of my VPN ticket?" and get responses in the context of your questions. * Escalate a ticket to a higher priority or add a comment to the ticket. {#now-assist-itsm-aiagents-voice__ul_z5f_zhr_2gc} To modify the Voice AI agents, duplicate it, and adjust the settings according to your requirements. Important: * When you modify an AI agent, or a tool, make sure that you update all instructions accordingly. * In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent. {#now-assist-itsm-aiagents-voice__ul_jfm_grj_vgc} Note: The Voice AI agents are installed with the IT Service Management AI voice agent collection application (sn_itsm_voice_aia). {#now-assist-itsm-aiagents-voice__table_abj_5lk_j2c__entry__2} | Voice AI agent | Voice AI agent role | |-|-| | Create incidents with voice AI agent | Creates an incident using voice. | | Manage tickets with voice AI agent | Manages tickets using voice. | | Password reset with voice AI agent | Fetches the information to reset your password in one of the following ways: Note: You can get the knowledge article when you install the demo data from the ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) application or you can create your own knowledge article with the password reset instructions. * Provides the instructions from the knowledge article to reset the password in an email. * Provide the reset password link by SMS. * Reads out the URL for the reset password by voice. {#now-assist-itsm-aiagents-voice__ul_mfh_jrq_gjc} | [Table 1. Voice AI agents and their roles] {#now-assist-itsm-aiagents-voice__table_abj_5lk_j2c} Note: When you install the IT Service Management AI voice agent collection application (sn_itsm_voice_aia) along with the demo data, you can activate the agents that are primers equipped with the essentials that you can expand on for your use cases. {#now-assist-itsm-aiagents-voice__table_idk_bcm_vgc__entry__2} | Voice AI agent primers | Voice AI agent role | |-|-| | Request catalog item with voice AI agent | * For software-related categories, the AI agent submits the requested item for the user. * For non-software categories, the AI agent emails a catalog item link to the user to submit the item. {#now-assist-itsm-aiagents-voice__ul_bdd_q5g_fhc} | | Troubleshoot Outlook issue with voice AI agent | Searches the knowledge base to troubleshoot outlook issues. The AI agent can also email relevant links to troubleshooting articles and instructions to users. | | Submit account unlock catalog with voice AI agent | Creates and submits a catalog item when a user requests their account to be unlocked. | [Table 2. Voice AI agent primers and their role] {#now-assist-itsm-aiagents-voice__table_idk_bcm_vgc} ## Creating Voice AI agents to search knowledge articles {#now-assist-itsm-aiagents-voice__section_vs5_j42_hgc} You can use Voice AI agents to get answers to your questions or resolve issues using knowledge base articles. For Voice AI agents to search knowledge base articles: 1. Define the knowledge base articles. 2. Define the search profile in AI search to search the knowledge base articles. For information on AI search, see [Search profiles in AI Search](https://www.servicenow.com/docs/access?context=defining-search-profiles-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) 3. Create the search retrieval tool to use the search profile in the Voice AI agent. For information on search retrieval, see [Add a search retrieval to an AI agent](https://www.servicenow.com/docs/access?context=add-retriever-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) {#now-assist-itsm-aiagents-voice__ol_kxs_zqs_hgc}