Create case AI voice agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission.

    Workflow

    The agent helps users log a case from a phone call.
    1. Start the conversation politely.
    2. Collect the issue details.
    3. Validate mandatory information.
    4. Generate a short description.
    5. Confirm and enrich the details.
    6. Create the case record.
    7. Confirm case creation.
    8. Link the case number and interaction record from the customer's current phone call.
    Table 1. Configuration
    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.
    Tools
    Script
    Create Case Record
    Link case and interaction record
    Agent roles (ACLs) sn_customerservice.consumer, sn_customerservice.consumer
    Data access roles snc_external, snc_internal
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure a voice assistant using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about Customer Service Management at Customer Service Management.