Integrate ServiceNow voice assistant with Nice CXone

Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Nice CXone.

Before you begin

• Create a voice assistant. See Create an AI voice assistant for more information.
• Access to your CXone account with permissions to configure SIP trunks.
• Nice API credentials, including the API endpoint, token endpoint, access key ID, access key secret, client ID, and client secret. Work with your Nice account team to obtain the access key ID and secret. See the CXone developer documentation for more information.

Role required: sn_aia.admin

About this task

Connect your CXone contact center to a ServiceNow voice assistant using the Session Initiation Protocol (SIP) communication channel. After the integration is configured, CXone routes calls to the ServiceNow SIP endpoint, where the AI voice agent handles the interaction. When call handling is complete, the integration supports transferring the caller to a live agent queue using the SIP REFER transfer method.

Procedure

1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
2. Find the voice assistant that you want to connect to CXone and select Edit.
3. Select the Settings tab.
4. Select Communication channels from the guided setup navigation.
5. In the Provider application field, select the provider application to deploy the voice assistant to.
6. Select the Telephony provider tab.
7. From the Communication channel dropdown, select Session Initiation Protocol (SIP).
8. From the CCaaS provider dropdown, select Nice.

   Enter the values in the Nice API credentials section.

   Table 1. Nice API credentials

   Field	Description
   API endpoint	The CXone API base URL. Must be a valid Nice domain, such as https://cxone.niceincontact.com or https://cxone-gov.niceincontact.com.
   Token endpoint	The CXone OAuth token URL used to generate authentication tokens. Must be a valid Nice domain.
   Username	The access key ID from your CXone account. Work with your Nice account team to obtain this credential.
   Password	The access key secret from your CXone account. This value is only displayed once when generated. Copy it before navigating away.
   Client ID	The OAuth client ID from your CXone account.
   Client Secret	The OAuth client secret from your CXone account.

   After saving the credentials, copy the generated x-snc-param value from the page. This is a token that authenticates requests from CXone to the voice assistant. Paste it in your CXone account when configuring the SIP trunk.

9. Enable context data persistence for the voice service.
   1. Navigate to sys_now_assist_deployment_config_attributes.list and check whether a persist_context_data attribute exists for your voice service.
   2. If the attribute exists, open it and set Value to true.

      Figure 1. Setting persist_context_data to true

   3. If the attribute does not exist, navigate to sys_now_assist_deployment_config.list, open your voice assistant's deployment configuration record, and copy its sys_id.
      To copy the sys_id, right-click the record header bar and select Copy sys_id.
   4. Navigate to sys_now_assist_deployment_config_attributes.list, click New, set Deployment Configuration to the sys_id you copied, Name to persist_context_data, and Value to true, then click Submit.
10. In your CXone account, configure the SIP trunk using the ServiceNow SIP FQDN and pass the x-snc-param value copied in the previous step as a SIP header on outbound calls to the voice assistant.
    For SIP trunk configuration details including IP addresses and FQDNs per region, see KB3023612. For CXone-side SIP trunk configuration steps, see the CXone developer documentation.

Result

CXone is connected to your ServiceNow voice assistant. Incoming calls routed through CXone are handled by the AI voice agent, which responds with a greeting and processes the caller's requests. When call handling is complete, the voice assistant transfers the caller back to CXone using the REFER method.

What to do next

Configure the Onsignal event action flow in your CXone account. When a voice agent call ends or transfers to a live agent, ServiceNow automatically notifies CXone by sending a signal to the /interactions/{contactId}/signal API endpoint, which triggers the Onsignal event action flow. For configuration details, see the CXone developer documentation.