Integrating ServiceNow Voice for HR

Release version: Zurich

Updated July 31, 2025

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Summary of Integrating ServiceNow Voice for HR

ServiceNow Voice for HR integrates a cloud contact center with the HR Agent Workspace to deliver seamless interactive voice response (IVR) and calling experiences for employees and HR agents. It enables automated and live call handling, enhancing how HR requests and issues are managed through voice interactions.

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Key Features

Inbound Contact Flow: Defines the employee experience in the IVR, allowing employees to interact via voice to address HR requests.
Outbound Contact Flow: Enables agents to make outbound calls directly from any ServiceNow interface using the employee's phone number.
Operation Handlers: Configures automation for employee service cases to streamline HR processes.
Agent Workspace Integration: Voice appears as a pop-up where agents can indicate availability, preview caller info, view call transcripts and recordings, and access call analysis.
Interaction Records: Every call generates an interaction record with detailed related lists of employee and interaction information, which can be added to the HR Agent Workspace for enhanced visibility.

Employee Experience

Employees call a general HR number and interact with the IVR to provide information. If identified, they receive a personalized greeting and options for automated self-service. Calls that cannot be resolved via IVR or from unidentified callers are routed to live agents, ensuring effective support.

Agent Experience

Agents use the HR Agent Workspace with integrated ServiceNow Voice features to manage calls efficiently. They can set availability, preview incoming calls, review call transcripts and recordings, analyze sentiment, and make outbound calls. Interaction details are automatically captured to reduce manual data entry.

Configuration and Installation

ServiceNow Voice for HR requires activation from the ServiceNow Store and depends on these applications:
- ServiceNow Voice with Amazon Connect: Connects ServiceNow to Amazon Connect server.
- Agent Workspace for HR Case Management: Enables call recording, transcription, and sentiment analysis.
- ServiceNow Voice for HR Agent Workspace: Provides the integration framework with third-party phone systems.
Install dependencies first, then install ServiceNow Voice for HR.
Admins can install the application, which includes demo data and related plugins if not already installed.
To leverage full functionality, add the interaction record (IMS prefix) to the HR Agent Workspace for comprehensive call detail visibility.

The ServiceNow Voice for HR Agent Workspace provides seamless interactive voice response (IVR) and calling experiences for your employees and agents by integrating a cloud contact center provider with the robust capabilities of the Agent Workspace for HR Case Management.

The ServiceNow Voice for HR provides the following capabilities:

An inbound contact flow to define the employee experience in an IVR.
An outbound contact flow to connect with employee contacts from the phone number field displayed in any of the ServiceNow application interfaces.
Operation handlers to configure automated interactions for employee service cases.

Employee experience with ServiceNow Voice for HR

The following example provides an overview of how an employee uses ServiceNow Voice for HR to resolve their HR requests and issues.

An employee calls the general HR phone number with a request. The employee provides information via the interactive voice response (IVR). Using the provided information, ServiceNow Voice for HR tries to identify the caller.

If the caller is identified as an existing employee in HR Agent Workspace, Voice reads a personal greeting to the employee and offers automated interactions to enable the employee to independently address their request. If the employee cannot resolve their request using the IVR, the system routes the call to a live agent.

If the caller is not identified, the call is routed to a live agent.

Agent experience with ServiceNow Voice for HR

Once installed, ServiceNow Voice appears as a pop-up in the HR Agent Workspace where agents can do the following:

Indicate availability to receive calls on the agent softphone
Preview caller information before accepting an inbound call.
View the call transcript, hear the recording, and review the call analysis in the interaction related list.
Make outbound calls to connect with a employee and automatically capture interaction details to simplify data entry

Configuration

ServiceNow Voice for HR (sn_cti_hr_cnt) is activated from the store and requires the following dependency applications:


Application	Description
ServiceNow Voice with Amazon Connect [sn_cti_amzn_cct]	Integrates the ServiceNow instance with the Amazon Connect server. For information about the components installed with this application, see Components installed with Amazon Connect Integration with ServiceNow Voice
Agent Workspace for HR Case Management [sn_hr_agent_ws]	Enables call recording, transcription, and sentiment analysis for ServiceNow Voice with Workspace experience.
ServiceNow Voice for HR Agent Workspace [sn_cti_hr_cnt]	Provides the framework that supports the integration with your third-party phone system.

You must install the dependency applications first, then install ServiceNow Voice for HR. For more information, see Install ServiceNow Voice for HR.

ServiceNow Voice for HR creates an interaction record for every call between an employee and an HR agent with the IMS prefix. These records contain related lists of details relating to the employee and interaction. To maximize the full feature capability, add the Interaction record to the HR Agent workspace. For more information, see Add Interaction Related Records to HR Agent workspace.