Integrating ServiceNow Voice with Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Integrating ServiceNow Voice with Virtual Agent

    ServiceNow® Voice with Virtual Agent enables the use of IVR (Interactive Voice Response) for phone interactions and facilitates escalation to live agents through the Advanced Work Assignment. This integration allows customers to experience seamless voice interactions while agents can manage cases efficiently within the ServiceNow Workspace. The Australian release features a pre-built adapter for Amazon Connect, enhancing the functionality of the Virtual Agent application.

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    Key Features

    • User Experience: Automate call interactions and case management through Virtual Agent, allowing agents to respond to escalations effectively.
    • Calling and Routing: Make outbound calls using click-to-call and manage call routing with Advanced Work Assignment rules.
    • Artificial Intelligence: Leverage AI for intent recognition, sentiment analysis, and real-time transcription of calls.
    • User Benefits: Enable account login via voice and provide callback options for enhanced customer service.

    Key Outcomes

    The integration streamlines customer issue resolution. For instance, when a customer calls, the system identifies them and delivers a personalized greeting, guiding them through automated interactions based on their profile. If not recognized, the caller can choose to connect with a live agent, ensuring efficient service and workflow completion.

    ServiceNow® Voice with Virtual Agent allows you to use the ServiceNow Virtual Agent conversation as an IVR (Interactive Voice Response) in phone and to use the existing ServiceNow Advanced Work Assignment to find an agent in case of an escalation and allows agents to work in ServiceNow Workspace to manage the incoming cases on the queue.

    The ServiceNow Voice for Virtual Agent application provides seamless interactive voice response (IVR) and calling experiences for your customers and agents when integrated with a Contact Center In Australia release, we have Amazon Connect, a pre-built adapter integrating the ServiceNow Voice with Virtual Agent to provide the robust capabilities of the Virtual Agent application.

    To use our pre-built adapter connector with ServiceNow Voice with Virtual Agent, install the Virtual Agent API (sn_va_as_service) plugin.

    Key features

    User experience
    • Have Virtual Agent answer calls and interact with end users for automated deflection on the phone channel.
    • Complete workflow including case lookup, interaction, and task management using Virtual Agent.
    • Enable agents to interact with users on the phone on workspace in case of any escalations.
    • Receive calls in inbox that are routed via the Advanced Work Assignment rules.
    Calling and routing
    • Make outbound calls via click to call or via auto-connecting the Omnichannel Callback feature.

      For more information, see Configure Conversational IVR with Amazon Connect.

    • Transfer to external phone number using the Amazon Connect Softphone.
    • Skills-based call assignment using the Advanced Work Assignment.
    Artificial intelligence
    • Match intent and entity using ServiceNow Virtual Agent.
    • Analyze sentiments of the utterances.
    • Real-time transcription and storage of the recording.
    User benefits
    • Account log in using voice to receive enterprise service.
    • Callback options.

    Example workflow

    The following example workflow shows the use of ServiceNow Voice for Virtual Agent application in resolving a customer issue.
    • A customer is in an IVR call using the ServiceNow Voice for Virtual Agent application.
    • The ServiceNow Voice for Virtual Agent application identifies the customer and starts an interaction.
    • A welcome message is read out to the customer including announcements if any.
    • Based on customer identification, the ServiceNow Voice for Virtual Agent application addresses the call.
      • If the caller is identified as an existing customer who has a customer contact or consumer record with the phone number details available in the ServiceNow Voice for Virtual Agent application, a personal greeting is read to the caller and the automated interactions with Virtual Agent conversations are made available.
      • If the caller is not identified, the caller is presented with the guest topics and the live agent topic. The caller can select the live agent topic to route themselves to a live agent.
    • The ServiceNow Voice for Virtual Agent application identifies the customer intent using automated interactions, and the Virtual Agent conversations guide customers to complete the workflow, including changing records, passwords or hearing about a case status.
      Note:
      This step in the flow applies only when the caller is an existing customer.