Deploy AI voice agents
Summarize
Summary of Deploy AI voice agents
AI voice agents in ServiceNow leverage generative AI to create natural, conversational phone-based support experiences. They replace traditional menu trees with dynamic, human-like interactions that help users efficiently complete tasks, resolve issues, and access information. These agents are part of the ServiceNow AI Platform and can be deployed directly from the base system or customized for specific business needs.
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AI voice agents are managed through AI Agent Studio, which offers tools for creating, deploying, and monitoring these agents. They operate within voice assistants that serve as virtual help desks and can host multiple AI voice agents, each equipped with tailored AI instructions, tools, and knowledge. Configuration options include welcome messages, voice profiles, and fallback mechanisms such as live agent routing or ticket creation.
Key Features
- Integration with Telephony and Web Channels: Voice assistants connect to users via communication channels organized into Telephony provider (supporting several CCaaS providers like Twilio, Genesys, Amazon Connect, 3CLogic, and Five9) and Web Real-Time Communication (WebRTC) for mobile and web apps.
- Support for Large Language Models (LLMs): Compatible with Azure OpenAI, Google Gemini, AWS Claude, and English-only Now LLM Service.
- Flexible Configuration: Customize voice profiles, welcome messages, fallback options, and communication channel settings to tailor the voice assistant experience.
- Deployment Workflow: Involves installing Now Assist AI voice agents, configuring user identification and authentication, creating voice assistants and agents, and testing before use.
Important Considerations
- AI Limitations: Since AI predictions are based on data patterns, outputs may not always be accurate or complete. Customers must test and supervise AI outputs and not rely solely on AI for critical decision-making, especially in sensitive domains like healthcare or finance.
- Data Processing and Privacy: Data may be transferred from customer instances to centralized ServiceNow environments or third-party cloud providers in compliance with ServiceNow policies. Users must ensure compliance with applicable privacy and consent laws.
- Data Collection: ServiceNow collects inputs and outputs to improve its AI products, with customers having the option to opt out of future data collection.
Next Steps for Customers
- Begin deployment by installing and configuring Now Assist AI voice agents.
- Set up user authentication and identification to secure interactions.
- Create and customize voice assistants and AI voice agents through AI Agent Studio.
- Test thoroughly to ensure the AI voice agents meet your business requirements.
- Review and comply with AI Acceptable Use Policy and relevant privacy regulations before deployment.
AI voice agents are generative AI-powered agents that bring natural, conversational experiences to phone-based support. As part of the broader AI agent ecosystem, they connect with telephony providers to replace rigid menu trees with seamless and human-like interactions that can help make support faster and more intuitive.
AI voice agents overview
AI voice agents use generative AI to deliver natural, dynamic conversations that help users complete tasks, resolve issues, and access information.
AI voice agents are part of the ServiceNow AI Platform capabilities and can be deployed from the base system or customized to meet specific business needs. AI voice agents are managed through the AI Agent Studio, which provides tools for creating, deploying, and monitoring AI voice agents.
AI voice agents are associated with voice assistants, which act as a virtual help desk. A voice assistant can host multiple AI voice agents. Each AI voice agent is equipped with specific AI instructions, tools, and knowledge to resolve user issues. You can configure welcome messages, select voice profiles from the voice library, and define fallback options like live agent routing or record producer-based ticket creation.
When you create or edit a voice assistant, you configure communication channels to define how the voice assistant connects to users. Communication channels are organised into two tabs:
- Telephony provider — connects the voice service to phone networks. Select a communication channel type, then select a CCaaS provider.
- Web Real-Time Communication (WebRTC) — connects the voice service to mobile applications.
- LLMs (large language model): Azure OpenAI, Google Gemini, and AWS Claude. Now LLM Service is also supported but limited to English language only.
- Telephony providers: Twilio (WebSocket), Genesys (WebSocket and SIP), Amazon Connect (PSTN), 3CLogic (WebSocket), and Five9 (SIP). Mobile and web applications are supported through the Web Real-Time Communication (WebRTC) channel.
Deploying AI voice agents
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.
Privacy notice
By using this feature, you confirm that your use (including use by your service providers) complies with relevant anti-wiretapping, recording consent, and other privacy laws, as applicable.