---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Voice

# Agentic AI in the Voice application {#ariaid-title1}

Release version: Australia  
Updated March 12, 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 Agentic AI in the Voice application

The Voice AI agents in ServiceNow enable customers to manage IT service-related issues through voice interactions.
These agents facilitate creating and managing tickets, troubleshooting, and accessing knowledge articles via voice calls.
Installed with the IT Service Management AI voice agent collection (snitsmvoiceaia), these agents can be customized and expanded to support various ITSM tasks, improving efficiency and user experience.
Show full answer Show less  

## Key Features

* **Create and manage incidents:** Voice AI agents allow users to create incidents and manage tickets through natural voice queries, such as checking ticket status or escalating priorities.
* **Ticket updates and comments:** Users can ask for updates on existing tickets or add comments via voice commands.
* **Password reset assistance:** The password reset voice AI agent provides reset instructions from knowledge articles, sends reset links via email or SMS, or reads out the URL over voice.
* **Pre-built voice AI agent primers:** Demo agents handle common requests like submitting catalog items, troubleshooting Outlook issues, and account unlock requests. These primers can be activated and customized to fit organizational needs.
* **Knowledge article search integration:** Voice AI agents can search defined knowledge bases using AI search profiles and retrieval tools, enabling users to get relevant answers and resolve issues through voice commands.
* **Customization and activation:** Agents can be duplicated and modified to suit specific requirements. Activating an agent requires enabling its status in the Define Availability screen.

## Practical Application for ServiceNow Customers

ServiceNow customers can leverage Voice AI agents to streamline ITSM operations by enabling hands-free ticket management and support. These agents enhance user productivity by providing quick, contextual responses to voice queries, reducing manual ticket handling. Customizable primers and integration with knowledge base content allow organizations to tailor the voice agents to their unique workflows and support models. Customers should ensure proper configuration and activation of agents, including search profiles, to maximize the utility of voice-driven IT service management.  
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=australia&pubname=australia-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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
{#now-assist-itsm-aiagents-voice__ol_kxs_zqs_hgc}