--- 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 --- # Telecom customer support AI voice agent # Telecom customer support AI voice agent {#ariaid-title1} Release version: Australia Updated October 22, 2026 ![](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 Telecom customer support AI voice agent The Telecom customer support AI voice agent is designed to assist consumers in troubleshooting broadband service issues via phone. It guides callers through a structured process that includes validating their identity, identifying their active services, and offering step-by-step troubleshooting based on relevant knowledge articles. Additionally, it can check contract termination status and facilitate service cancellation or transfer to a live agent when requested. Show full answer Show less ## Key Features * **Caller Interaction:** Greets callers, confirms intent to troubleshoot broadband, and captures product and service location details. * **Validation and Service Retrieval:** Validates callers as consumers in the system; if validation fails, directs them to contact support. Retrieves active services at the caller's location and offers to check alternate locations if none are found. * **Issue Diagnosis:** Confirms absence of known outages, identifies the issue from caller input, and presents troubleshooting steps one at a time, verifying resolution after each step. * **Contract and Escalation:** Checks contract termination status and transfers calls to live agents only if the caller requests cancellation or live assistance. * **Configuration Controls:** Settings allow enabling third-party AI access, AI specialist access for enhanced configuration, and management of long-term memory to provide context across interactions. * **Tools Utilized:** Includes scripts for checking contract termination, fetching relevant knowledge articles, validating consumers, and retrieving product inventory. * **Access and Security:** Controlled through specific user and data access roles, ensuring only authorized users and data are involved in the agent's operations. * **Channels and Integration:** Can be configured as a voice assistant via the Assistant Designer, supporting seamless voice interaction within customer service workflows. ## Practical Benefits for ServiceNow Customers * Enables automated, consistent, and efficient troubleshooting for broadband issues, reducing call handle time and improving first-contact resolution. * Improves customer experience by providing guided, conversational support with the option to escalate to a live agent only when necessary. * Supports compliance and accuracy by validating caller identity and service status before proceeding with troubleshooting or cancellation requests. * Offers flexible configuration to fit organizational needs, including control over external access and advanced AI specialist customizations. * Leverages ServiceNow's platform capabilities, such as knowledge management and role-based data access, ensuring secure and context-aware interactions. The AI voice agent helps a consumer troubleshoot a broadband service issue over the phone. It validates the caller, finds their active services, and walks them through the troubleshooting steps from a knowledge article one step at a time. It can also check the contract termination status. ## Workflow {#tmt-telecom-customer-support-ai-voice-agent__ntkpktnncdph} The agent helps the caller troubleshoot a broadband service issue and, if they ask, moves them on to cancellation or to a live agent. 1. Greet the caller and confirm that they want to troubleshoot their broadband service. 2. Capture the product offering name and the service location when the caller mentions them. 3. Validate the caller as a consumer in the system, and ask them to contact support when the validation fails. 4. Retrieve the active services at the caller's location, and offer to check a different location when none are found. 5. Confirm to the caller that no known outages affect their service. 6. Ask the caller what the issue is and find a knowledge article with matching troubleshooting steps. 7. Present one troubleshooting step at a time and ask the caller to confirm whether it resolved the issue before moving to the next step. 8. Check the contract termination status or transfer the call to a live agent, only when the caller asks to cancel the service or to speak to an agent. {#tmt-telecom-customer-support-ai-voice-agent__ol_wnj_cac_kmx} {#tmt-telecom-customer-support-ai-voice-agent__ntkpktnncdph__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : CheckContractTermination : Get relevant knowledge articles for troubleshooting : Validate Consumer : fetchProductInventory | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_customerservice.consumer | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure a voice assistant using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US).