Integrating ServiceNow Voice with Virtual Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Integrating ServiceNow Voice with Virtual Agent

    ServiceNow Voice with Virtual Agent integrates Interactive Voice Response (IVR) capabilities with the ServiceNow Virtual Agent, enabling customers to interact via phone for automated issue resolution. It leverages Advanced Work Assignment to route escalations to live agents who manage cases within ServiceNow Workspace. This integration enhances customer and agent experiences by providing seamless voice interactions within the ServiceNow platform.

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    Key Features

    • User Experience: Virtual Agent answers calls, automates customer interactions, and manages workflows including case lookups and task management. Agents can seamlessly take over calls in Workspace during escalations.
    • Calling and Routing: Supports outbound calls through click-to-call and Omnichannel Callback features. Calls are skill-based routed to agents using Advanced Work Assignment. Transfer to external phone numbers is enabled via the Amazon Connect Softphone.
    • Artificial Intelligence: Uses Virtual Agent to match customer intent and entities, analyze sentiment, and provide real-time transcription and call recording storage.
    • User Benefits: Enables voice-based enterprise account login and offers callback options for improved customer service.

    Practical Application

    For example, when a customer calls, the application identifies them and initiates an interaction. Existing customers receive personalized greetings and can complete automated workflows like checking case status or changing passwords. Unknown callers receive options to interact as guests or connect to a live agent. The system intelligently routes calls and escalations to ensure efficient resolution.

    Implementation Notes

    To use the pre-built Amazon Connect adapter for this integration, customers must install the Virtual Agent API (snvaasservice) plugin. This setup provides robust conversational IVR capabilities and simplifies contact center operations in the Zurich release.

    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 Zurich 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.