--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Voice # Agentic AI in the Voice application {#ariaid-title1} Release version: Brazil Updated September 10, 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's IT Service Management (ITSM) enable users to create and manage IT service tickets through voice calls. This functionality helps streamline common IT support tasks such as troubleshooting WiFi connections, checking ticket statuses, escalating priorities, and password resets, all via conversational voice interaction. These agents are delivered as part of the IT Service Management AI voice agent collection application (snitsmvoiceaia) and can be customized to meet specific organizational needs. Show full answer Show less ## Key Features * **Create and manage incidents:** Users can open and update incident tickets using voice commands, facilitating faster issue reporting and tracking. * **Ticket status inquiries:** Voice AI agents respond to queries about ticket updates, statuses, and actions such as escalating priority or adding comments. * **Password reset support:** Agents can provide password reset instructions via email, SMS links, or voice-read URLs, leveraging knowledge articles for guidance. * **Demo and primers:** Pre-built primers like catalog item requests, Outlook troubleshooting, and account unlock submissions help jump-start common IT tasks with voice agents. * **Customizability:** Voice AI agents can be duplicated and modified. However, all related instructions must be updated, and the agent status enabled to activate changes. * **Knowledge article integration:** Agents can search and retrieve information from defined knowledge bases by configuring AI search profiles and search retrieval tools, enhancing self-service capabilities. ## Practical Benefits for ServiceNow Customers * Reduce manual ticket management by enabling natural voice interactions, improving support efficiency. * Enhance user experience by providing quick, conversational access to ticket updates and solutions. * Leverage out-of-the-box AI voice agents and demos to accelerate implementation and tailor solutions to organizational workflows. * Integrate knowledge base content seamlessly, empowering users with accurate troubleshooting and procedural guidance without manual search. * Maintain control over AI agent availability and behavior through clear configuration and activation steps. 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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) {#now-assist-itsm-aiagents-voice__ol_kxs_zqs_hgc}