--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Deploy AI voice agents # Deploy AI voice agents {#ariaid-title1} Release version: Brazil Updated September 10, 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 leverage generative AI to create natural, conversational phone-based support experiences. They replace traditional phone menu trees with dynamic, human-like interactions that help users complete tasks, resolve issues, and access information more efficiently. These agents are part of the ServiceNow AI Platform and are managed through AI Agent Studio, which allows customers to create, deploy, and monitor AI voice agents tailored to specific business needs. Show full answer Show less Voice assistants host multiple AI voice agents and provide virtual help desk functionality. Customers can configure welcome messages, select voice profiles, and define fallback options such as routing to live agents or creating tickets via record producers. Communication channels connect voice assistants to users via telephony providers or Web Real-Time Communication (WebRTC) for mobile and web applications. ## Key Features * Integration with major LLMs including Azure OpenAI, Google Gemini, AWS Claude, and ServiceNow Now LLM Service (English only). * Support for various telephony providers like Twilio, Genesys, Amazon Connect, 3CLogic, Five9, NICE CXone, and custom SIP-based providers. * Communication channels split into Telephony provider connections and WebRTC for mobile/web apps. * Configuration options for AI voice agents include AI instructions, tools, knowledge bases, voice profiles, and fallback mechanisms. * Deployment steps include installation, user identification and authentication setup, voice assistant and agent creation, and thorough testing. ## Important Considerations * AI voice agents rely on AI and machine learning models, which may produce inaccurate or incomplete results; customers must test thoroughly, employ human oversight, and avoid sole reliance on AI outputs for critical decisions. * Compliance with ServiceNow's AI Acceptable Use Policy and applicable privacy and recording consent laws is required. * Data used by AI voice agents is transferred to centralized ServiceNow environments or third-party cloud providers under strict data handling and compliance policies. * ServiceNow collects input and output data from AI voice agents to improve AI models, with customers able to opt out of future data collection. ## Practical Benefits for ServiceNow Customers By deploying AI voice agents, customers can enhance their phone support with faster, more intuitive, and conversational experiences. This reduces reliance on rigid phone menus and improves user satisfaction. The integration with multiple telephony providers and LLMs offers flexibility, while the AI Agent Studio enables customization to fit unique business needs. Proper configuration and testing ensure reliable performance and compliance with legal and ethical standards. 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/QCGkmpN33vownhxo8L1ecg "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/kTChI~pG8JdqO~oYAV9zzg "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=brazil&pubname=brazil-platform-security&ft:locale=en-US) 3. [Create an AI voice assistant](https://www.servicenow.com/docs/nCUUv9yGX59csla0OWvizg "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/JdW2~dsQDNVr9eBosBrRTQ "Create an AI voice agent in the AI Agent Studio to resolve cases, incidents, or tasks through the phone channel.") 5. [Test AI voice agents](https://www.servicenow.com/docs/ObzXgaAsRcNSXd7WvAJ2Ew "Test your AI voice agents associated with a voice assistant from the Assistant Designer. You can make browser-based voice calls and view turn-by-turn analysis of AI voice agents invoked, tools executed, and latency data during the conversation.") {#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/EmdgH1ffuKs1DXKWHPQY1g "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 [Now Assist documentation](https://www.servicenow.com/docs/DXIiljicT2y3QrwyNpgJWQ "ServiceNow Otto uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences."). ## 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=brazil&pubname=brazil-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=brazil&pubname=brazil-it-service-management&ft:locale=en-US)