Using Mobile AI Voice Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using Mobile AI Voice Agent

    The Mobile AI Voice Agent enables ServiceNow customers to engage in voice conversations with an intelligent, AI-powered assistant via their mobile devices. This feature supports natural spoken interactions, providing live agent responses as transcriptions and allowing users to control the call experience with options like muting and toggling captions.

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    Key Features

    • Voice Agent Launch and Controls: Users can start the AI Voice Agent from the mobile app home screen or within Virtual Agent chats by tapping the microphone or wave icons. Controls include muting the microphone, toggling live transcription captions, and ending the call.
    • Microphone Permissions: The app requires microphone access permission to operate the Voice Agent effectively.
    • Live Transcriptions: Agent responses are transcribed live and displayed on screen. Users’ spoken inputs are not shown in the transcript during the call but are included in the post-call transcript.
    • Transcript Management: After a call, a read-only transcript is available for copying, sharing, or saving. Transcript availability is session-limited—once the conversation ends or the user leaves the session, the transcript is no longer accessible.
    • Background Call Support: Calls continue if the app is backgrounded on both iOS and Android. Users can mute/unmute or end calls without reopening the app. Notifications and system controls provide easy call management from the background or lock screen.
    • Platform-Specific Behaviors:
      • iOS: Displays a system activity indicator and lock screen controls similar to phone calls.
      • Android: Uses persistent notifications in the notification panel and list for call controls.

    Practical Benefits

    ServiceNow customers can leverage the Mobile AI Voice Agent to interact hands-free with AI assistants, improving efficiency and accessibility on mobile devices. The ability to manage calls in the background and save transcripts supports seamless workflows and record keeping for voice interactions.

    Use Mobile AI Voice Agent to start voice conversations with an intelligent, AI-powered voice assistant.

    Navigating Mobile AI Voice Agent

    Figure 1. AI Voice Agent
    Voice Agent asking user for voice input.
    Table 1. Mobile AI Voice Agent icons
    Icon Function

    Launch the AI Voice Agent.

    Toggle the microphone mute on or off.

    Toggle the live agent transcription on or off.

    End the call.

    Microphone permissions

    To use the Mobile AI Voice Agent, you will need to grant microphone access when prompted by your mobile app.

    Figure 2. Microphone access
    Notification asking for microphone permission.

    Using Voice Agent with Virtual Agent

    When you're in an agent chat, tap the wave icon () to begin talking with the voice agent. Speak naturally to interact with the Voice Agent. A live transcript of the agent's responses displays on the screen, but your own questions and responses won't be shown in the transcript.

    During your call, you can toggle captions on or off to show or hide the live transcript. You can also mute your microphone at any time or end the call when you're finished.

    After your call ends, your conversation transcript displays. The transcript is read-only, but you can copy and paste text or share and save it using the available options. Note that this transcript will not be available for viewing once you leave the conversation.

    Using the Voice-Only Agent

    On your home screen, tap the microphone icon () to launch the voice agent directly. Begin speaking naturally with the voice agent, and you will see a live transcript of the agent's responses on screen.

    During your call, you can toggle captions on or off to show or hide the live transcript. You can also mute your microphone at any time or end the call when you're finished.

    After your call ends, you will see the transcript immediately. This transcript is available for the current session only, so be sure to share or save it before closing if you need to keep it as it won't be saved in your recent conversations.

    Using Voice Agent in the background

    When you move the app to the background during an active Voice Agent call, the call continues on both iOS and Android. You can mute or unmute and end the call from the background without returning to the app.

    When you end a back-grounded call, a push notification reminds you that the voice chat transcript is available. Tap the notification to open the transcript before it expires. If you don't save or share the transcript before leaving the conversation, it won't be available for later viewing.

    Background calling on iOS
    On iOS, a system activity indicator appears at the top of your home screen while the call is active. Tap it to open a live voice chat view where you can mute yourself or end the call. On the lock screen, iOS displays the same controls used for phone calls, letting you mute or end the call without unlocking your device.
    Background calling on Android
    On Android, a persistent notification appears in the notification panel while the call is active. Tap the notification to access mute and end call controls. A separate notification entry shows the call in your notification list.