---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure HR AI voice agents

# Configure HR AI voice agents {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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:

* [Case and Knowledge Management \[com.sn_hr_core\]](WKoZpMQWXHPsAOEKW1XQGw "You can activate Human Resources Scoped App: Core [com.sn_hr_core] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.")
* ServiceNow Otto for Platform \[sn_genai_platform\].
* [ServiceNow Otto for HRSD \[sn_hr_gen_ai\]](mqByyKMt7yk0_Jfa7V~wSQ "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.")
{#configure-voice-agents__ul_fk2_qfv_bkc}

## 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](https://www.servicenow.com/docs/access?context=install-ai-voice-agents-plugins&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US):  
      * 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
      {#configure-voice-agents__ul_zcb_jk3_bkc}
   2. [Configure authentication factors for AI voice agents](https://www.servicenow.com/docs/access?context=configuring-authentication-factors-for-ai-voice-agents&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).
   3. [Integrate with a third-party Contact Center as a Service (CCaaS) provider](https://www.servicenow.com/docs/access?context=integrating-voice-service-with-ccaas-providers&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).
   4. [Create an AI voice assistant](https://www.servicenow.com/docs/access?context=create-an-ai-voice-service&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).
   {#configure-voice-agents__substeps_wlw_tyh_bkc}
2. Activate the HR AI voice agents:
   1. Navigate to AllAI Agent StudioCreate 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](https://www.servicenow.com/docs/hufB2WeQ1bozJTAczYA59w "Employees use HR Voice AI agents to perform HR-related tasks such as creating new cases, checking case status, and requesting time off, through real-time voice interactions.").
3. For the following AI voice agents, perform these additional configuration steps.  
   {#configure-voice-agents__table_kss_zbp_bkc__entry__2}

   | AI agent | Steps |
   |-|-|
   | HR Case assistant | 1. Navigate to AllAI SearchAI Search IndexIndexed Sources. 2. Locate and open HR Case. 3. Select Index selected tables. {#configure-voice-agents__ol_gc2_5cp_3hc} |
   | 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 {#configure-voice-agents__ul_lss_zbp_bkc} 2. Follow the steps to [Set up the Oracle HCM Cloud spoke](https://www.servicenow.com/docs/access?context=set-up-the-oracle-hcm-spoke&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) {#configure-voice-agents__ol_csm_vcp_3hc} |
   [ ]

   {#configure-voice-agents__table_kss_zbp_bkc}
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: [Test a voice assistant](https://www.servicenow.com/docs/access?context=test-a-voice-assistant&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).

## What to do next

Assign roles to admins and users to grant them access to Voice features. See [Components installed with voice](https://www.servicenow.com/docs/GMsnm10vvFzpwWPKPG_Z3Q "Information about the roles, tables, and scheduled jobs that are installed with Voice Agents.").
**Related concepts**   

* [HR AI voice agents](https://www.servicenow.com/docs/hufB2WeQ1bozJTAczYA59w "Employees use HR Voice AI agents to perform HR-related tasks such as creating new cases, checking case status, and requesting time off, through real-time voice interactions.")

*[\>]: and then