Install AI voice agents

  • Release version: Zurich
  • Updated December 5, 2025
  • 1 minute to read

    • Install the required plugins to enable AI voice agents on your ServiceNow instance.

    Before you begin

    Role required: sn_aia_admin

    About this task

    ServiceNow Otto for Voice Agents is the application that enables AI voice agents on your instance. It is included with ServiceNow Otto for Platform (sn_genai_platform), which is automatically installed with any of your ServiceNow Otto products, for example, ServiceNow Otto for IT Service Management (ITSM) and ServiceNow Otto for HR Service Delivery (HRSD).

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. Search for the following plugins.
      • ServiceNow Otto for Platform (sn_genai_platform) for enabling default platform AI voice agents
      • IT Service Management AI voice agent collection (sn_itsm_voice_aia) for enabling default ITSM AI voice agents. See Agentic AI in the Voice application for more information.
      • HR Voice AI Agents (sn_hr_voice_aia) for enabling default HRSD AI voice agents. See HR AI voice agents for more information.
    3. Select Install to install each of the required plugins.

    Result

    AI voice agents associated with the applications are installed on your instance.