--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # AI voice agents # AI voice agents in CSM {#ariaid-title1} Release version: Australia Updated February 2, 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 AI voice agents in CSM AI voice agents in Customer Service Management (CSM) enable customers to create cases and check case status through natural conversational voice calls. These agents integrate with major contact center platforms such as Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect, providing a consistent and efficient customer experience. By automating routine interactions via voice commands, the solution reduces manual work, accelerates service resolution, and supports multiple languages while ensuring data privacy and recording interactions for quality and auditing purposes. Show full answer Show less ## Key Features * **Case Status Agent:** Provides detailed status updates on cases including state, creation date, assigned agent, latest update, and summaries through voice queries. * **Create Case Agent:** Guides customers step-by-step through voice input to log new cases, validate details, and confirm successful submission without requiring form filling. * **Update Case Agent:** Assists agents in updating existing cases via structured voice conversations, reducing manual effort and improving focus on customer interaction. * **Integration \& Management:** AI voice agents are configured and managed via AI Agent Studio, allowing admins to create, customize, and deploy voice-enabled case management agents connected to supported contact centers. * **Multi-language Support \& Data Security:** Enables global customer use with language support and keeps customer data secure and separated. * **Fallback Options:** Includes routing to human agents when issues are complex, ensuring seamless escalation. ## Benefits * Reduces support team workload by automating routine case inquiries and updates. * Improves customer experience by offering an intuitive, voice-guided process without needing knowledge of internal systems. * Increases customer satisfaction through faster, easier, and consistent service interactions. ## Configuration and Deployment To enable AI voice agents, admins must install the **Customer Service Management AI agent collection** plugin. Agents are created and customized in AI Agent Studio under the AI agents tab, where admins can configure voice profiles, welcome messages, and fallback behaviors. When modifying agents, it is important to update instructions and ensure the agent's status is enabled in the Define Availability screen to activate the agent. Use the AI voice agents to create cases and check case status through natural, conversational voice calls. ## AI voice agents overview {#voice-ai-agent__section_jty_cgk_23c} The AI voice agents streamlines customer interactions by integrating with contact center platforms including Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect. The AI voice agents enables customers to get case status and create cases entirely through voice commands. This solution reduces manual intervention, improves service resolution times, and delivers consistent functionality across all supported contact center partners. ## Key Capabilities {#voice-ai-agent__section_zjr_lgk_23c} The AI voice agents helps with case management by using natural, conversational voice interactions: * Check the status of your cases just by asking. * Create cases without filling out any forms. * If an issue is complicated, the agent can quickly connect you to a human. * It supports multiple languages, making it easy for customers around the world to use. * All interactions are recorded for auditing and quality checks. * Customer data stays safe and separated to protect privacy. {#voice-ai-agent__ul_lgp_pgk_23c} ## Benefits {#voice-ai-agent__section_xfr_sgk_23c} With the AI voice agents, there's improvement in both customer experience and operational efficiency: * Support teams spend less time answering routine questions because the agent handles case status checks and updates. * Customers don't need training or knowledge of internal processes---The agent guides them. * Customer satisfaction increases because the service is faster, easier, and more intuitive. {#voice-ai-agent__ul_pby_zhk_23c} ## CSM AI voice agents {#voice-ai-agent__section_w1s_mhk_23c} There are two AI voice agents for CSM. Each agent is associated with a voice service acting as a virtual customer service agent and can be configured with welcome messages, voice profiles, and fallback options like human agent routing or case creation. This setup enables efficient, AI-driven support for customers.{#voice-ai-agent__table_esk_b21_g3c__entry__2} | AI voice agent | Description | |-|-| | Case status | Provides users with comprehensive status updates for cases based on the case number. Designed for users who need quick and reliable access to case details, including state, creation date, assigned agent, latest update, and a summary of the case. | | Create case | Lets customers log cases using voice input by guiding them through a clear, step‑by‑step conversation that captures and validates required details. It creates the case, and confirms successful submission. | | Update case | Updates existing cases using voice input. A structured voice conversation guides agents through identifying the case, collecting fields, validating changes, and confirming updates. This reduces manual effort and keeps agents focused on the customer. | [Table 1. Customer Service Management AI voice agents] {#voice-ai-agent__table_esk_b21_g3c} AI voice agents are managed through AI Agent Studio. To configure a new agent: 1. Navigate to AllAI Agent StudioCreate and manage, then select the AI agents tab. 2. Open the Add drop-down list. 3. Select an AI voice agent to create a voice-enabled agent for case management. {#voice-ai-agent__ol_fvt_qhk_23c}This interface enables admins to [create a AI voice agents](https://www.servicenow.com/docs/access?context=create-a-voice-enabled-ai-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), connect to [supported contact center providers](https://www.servicenow.com/docs/access?context=integrating-voice-service-with-ccaas-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and deploy fully functional AI voice agents for case management. For deployment and configuration info, see [Deploy AI voice agents](https://www.servicenow.com/docs/access?context=deploy-ai-agents-for-voice&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Note: * To enable customer access and use of AI voice agents, an admin must install the plugin Customer Service Management AI agent collection * To modify the AI voice agents, duplicate it, and adjust the settings according to your requirements. For more info see, [Configure and customize the AI Voice Agent for ServiceNow Otto for CSM](https://www.servicenow.com/docs/XsNrUZIPdK3gKpFvrc3BRg "Configure the AI Voice Agent to let callers check case status, create cases, and update existing cases through voice interactions."). {#voice-ai-agent__ul_a1g_m21_g3c}**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. {#voice-ai-agent__now-assist-itsm-aiagents-voice_ul_jfm_grj_vgc} *[\>]: and then