Configure HR AI voice agents

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

    • Enable employees to complete tasks, resolve issues, and access information through a conversational experience.

    Before you begin

    Role required: sn_aia_admin, sn_voice_aia.admin, or sn_hr_voice_aia.admin

    Verify you have the following applications installed:

    About this task

    HR AI voice agents are conversational agents designed to handle routine employee inquiries and HR transactions through voice interactions. To enable AI voice agent functionality, you must complete configuration steps on the ServiceNow® AI Platform. Then, you will activate the specific HR AI voice agents you want to deploy. If you will enable AI voice agents that use data from third-party apps like Oracle HCM, configure the integration. After activation, you can test agent functionality by calling the assigned telephony number. This validates voice interaction quality, agent responses, and integration workflows before end-user rollout.

    Procedure

    1. Perform these steps to configure AI voice agents on the ServiceNow® AI Platform:
      1. Install AI voice agents plugins:
        • ServiceNow Otto for Voice [sn_voice_aia] delivers AI voice capabilities
        • HR Voice AI Agents [sn_hr_voice_aia] contains AI voice agents for HR Service Delivery
      2. .
      3. Integrate with a third-party Contact Center as a Service (CCaaS) provider.
      4. .
    2. Activate the HR AI voice agents:
      1. Navigate to All > AI Agent Studio > Create and manage and select the AI agents tab.
      2. Filter the agents by Application is HR AI Voice Agents.
      For more information on the HR-specific agents, see HR AI voice agents.
    3. For the following AI voice agents, perform these additional configuration steps.
      AI agent Steps
      HR Case assistant
      1. Navigate to All > AI Search > AI Search Index > Indexed Sources.
      2. Locate and open HR Case.
      3. Select Index selected tables.
      Employee Details Updater, Holiday Calendar, Retrieve Worker Profile, Time off Requester
      1. Install the Oracle plugins:
        • sn_oracle_hcm_spk (4.1.1 or later)
        • sn_hr_oracle_hcm (1.0.10 or later)
        • sn_hr_integr_fw (3.8.1 or later)
        • sn_hr_oracle_adv (1.2.1 or later)
        • com.glide.hub.integrations.enterprise
      2. Follow the steps to
    4. Test the execution of the HR AI Voice agents by calling the telephony number to verify that the agent functions the way you expect: .

    What to do next

    Assign roles to admins and users to grant them access to Voice features. See Components installed with voice.