Mobile AI Voice Agent
The Mobile AI Voice Agent feature extends ServiceNow®'s voice agent capabilities to mobile devices, allowing users to receive automated support through natural voice conversations instead of text-based chat.
The Mobile AI Voice Agent provides two primary interaction models depending on your configuration. When a virtual agent is configured, users access the voice agent through a wave icon that launches the Virtual Agent interface with voice capabilities.
When no Virtual Agent chat is configured, admins can configure a button that allows users to launch the voice agent directly from an icon on their home screen. The conversation transcript is available immediately after the call ends but is not saved for later viewing.
During calls, you see a live transcription displaying the agent's responses (note that user responses are not transcribed; only the AI responses will be shown). You can toggle captions on or off, mute your microphone, or end the call at any time. All transcripts are read-only but support copy and paste functionality.
The feature is configured through the Assistant Designer, which includes a new mobile communication channel. Mobile-specific properties control features such as caption display and transcript sharing capabilities.