--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Deploy AI voice agents # Deploy AI voice agents {#ariaid-title1} Release version: Australia Updated July 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Deploy AI voice agents AI voice agents in ServiceNow are generative AI-powered conversational agents designed to enhance phone-based support by replacing traditional menu trees with natural, human-like interactions. They help users complete tasks, resolve issues, and access information more efficiently. These agents are part of the ServiceNow AI Platform and can be deployed either from the base system or customized for specific business needs. Show full answer Show less AI voice agents are managed via the AI Agent Studio, which offers tools to create, deploy, and monitor these agents. Each AI voice agent operates under a voice assistant, which can host multiple agents equipped with tailored AI instructions, tools, and knowledge bases to resolve user issues effectively. ## Key Features * **Communication Channels:** Voice assistants connect to users through configurable communication channels: * **Telephony Provider:** Integrates with phone networks using various CCaaS providers (e.g., Twilio, Genesys, Amazon Connect, 3CLogic, Five9, NICE CXone, and custom SIP providers). * **Web Real-Time Communication (WebRTC):** Enables connection to mobile and web applications. * **Supported Large Language Models (LLMs):** Azure OpenAI, Google Gemini, AWS Claude, and Now LLM Service (English only). * **Customizable Settings:** Configure welcome messages, select voice profiles, and define fallback options such as routing to live agents or creating tickets through record producers. * **Licensing Considerations:** Features, AI skills, and workflows available depend on your ServiceNow license tier. ## Deployment Steps * Install AI voice agents within your ServiceNow instance. * Configure user identification and authentication mechanisms. * Create voice assistants to manage communication channels. * Create and configure AI voice agents with specific instructions and knowledge. * Test AI voice agents to ensure reliability and effectiveness. ## Important Considerations * **AI Limitations:** AI-powered agents generate responses based on data patterns and may not always be accurate or appropriate. It is critical to test thoroughly, employ human oversight, and avoid sole reliance on AI outputs, especially in sensitive areas such as healthcare, finance, or security. * **Data Processing and Privacy:** Data used by AI voice agents is transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) in accordance with ServiceNow's internal policies and compliance standards. Customers must ensure compliance with applicable privacy, wiretapping, and recording consent laws. * **Data Collection:** ServiceNow collects inputs and outputs from AI voice agents to improve AI technologies. Customers can opt out of data collection as needed. ## Practical Benefits for ServiceNow Customers By deploying AI voice agents, ServiceNow customers can transform traditional phone support into intuitive, conversational experiences that improve user satisfaction and operational efficiency. These agents streamline support interactions, reduce wait times, and provide scalable, AI-driven assistance integrated within the ServiceNow ecosystem. AI voice agents are generative AI-powered agents that bring natural, conversational experiences to phone-based support. As part of the broader AI agent ecosystem, they connect with telephony providers to replace rigid menu trees with seamless and human-like interactions that can help make support faster and more intuitive. ## AI voice agents overview {#deploy-ai-agents-for-voice__section_p1z_522_3gc} AI voice agents use generative AI to deliver natural, dynamic conversations that help users complete tasks, resolve issues, and access information. AI voice agents are part of the ServiceNow AI Platform capabilities and can be deployed from the base system or customized to meet specific business needs. AI voice agents are managed through the AI Agent Studio, which provides tools for creating, deploying, and monitoring AI voice agents. AI voice agents are associated with voice assistants, which act as a virtual help desk. A voice assistant can host multiple AI voice agents. Each AI voice agent is equipped with specific AI instructions, tools, and knowledge to resolve user issues. You can configure welcome messages, select voice profiles from the voice library, and define fallback options like live agent routing or record producer-based ticket creation. When you create or edit a voice assistant, you configure communication channels to define how the voice assistant connects to users. Communication channels are organised into two tabs: * Telephony provider --- connects the voice service to phone networks. Select a communication channel type, then select a CCaaS provider. * Web Real-Time Communication (WebRTC) --- connects the voice service to mobile applications. {#deploy-ai-agents-for-voice__ul_drp_g1p_hjc} Note: AI voice agents support the following: * **LLMs (large language model):** Azure OpenAI, Google Gemini, and AWS Claude. Now LLM Service is also supported but limited to English language only. * **Telephony providers:** Twilio (WebSocket), Genesys (WebSocket and SIP), Amazon Connect (PSTN), 3CLogic (WebSocket), Five9 (SIP), NICE CXone (SIP), and Custom (SIP). Mobile and web applications are supported through the Web Real-Time Communication (WebRTC) channel. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). ## Deploying AI voice agents {#deploy-ai-agents-for-voice__section_i2j_vf2_3gc} To get started with AI voice agents, perform the following steps. 1. [Install AI voice agents](https://www.servicenow.com/docs/urinXalUdceXcDnBy3FMww "Install the required plugins to enable AI voice agents on your ServiceNow instance.") 2. [Configure user identification and authentication](https://www.servicenow.com/docs/access?context=configuring-authentication-factors-for-ai-voice-agents&version=australia&pubname=australia-platform-security&ft:locale=en-US) 3. [Create an AI voice assistant](https://www.servicenow.com/docs/wuDnVaIDsOTK1B7SuSztBw "Create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents.") 4. [Create an AI voice agent](https://www.servicenow.com/docs/thnQOOeBPdEzokAFLg54Fw "Create an AI voice agent in the AI Agent Studio to resolve cases, incidents, or tasks through the phone channel.") 5. [AI voice agent testing](https://www.servicenow.com/docs/yY2S~A5l20k6HIxFAUj1kw "The voice testing interface lets you evaluate AI voice agents associated with a voice assistant before deployment. Make browser-based voice calls and view turn-by-turn analysis of agents invoked, tools executed, and latency data.") {#deploy-ai-agents-for-voice__ol_qds_yg2_3gc} ## AI limitations {#deploy-ai-agents-for-voice__id_mpg_qgn_xyb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#deploy-ai-agents-for-voice__p_kv2_nfg_h1c} ## Data processing {#deploy-ai-agents-for-voice__id_w3h_qgn_xyb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#deploy-ai-agents-for-voice__p_lv2_nfg_h1c} ## Data collection {#deploy-ai-agents-for-voice__id_qcq_4gn_xyb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#deploy-ai-agents-for-voice__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#deploy-ai-agents-for-voice__p_pv2_nfg_h1d} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights."). ## Privacy notice {#deploy-ai-agents-for-voice__section_oyh_m5h_lgc} By using this feature, you confirm that your use (including use by your service providers) complies with relevant anti-wiretapping, recording consent, and other privacy laws, as applicable.{#deploy-ai-agents-for-voice__voice-agents-privacy-p} **Related topics** * [HR AI voice agents](https://www.servicenow.com/docs/access?context=now-assist-hrsd-voice-ai-agents&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [Agentic AI in the Voice application](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-voice&version=australia&pubname=australia-it-service-management&ft:locale=en-US)