---
sourceDocument: Zurich ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Real time transcriptions for ServiceNow Voice for Customer Service Management

# Real time transcriptions for ServiceNow
Voice for Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agents can see a transcript of voice calls while interacting with customers. Real time
transcription allows agents to better understand customer issues, and allows managers to gain
insights into customer trends and agent training gaps.

## Inbound call example flow for customers and agents {#using-voice-rtt__section_tvl_gpx_fwb}

The below examples illustrate common scenarios for using real-time transcriptions for
inbound calls. The customer calls in and requests to speak to an agent. As soon as the call
begins, the agent can see the transcript of the call in chat panel as they work with the
customer. The real time transcript is not visible to the customer, however, the transcript
can help the agent better understand the customer issue and refer back to the conversation
for clarification.  
Personas:

* Customer Service Agent
* Customer
{#using-voice-rtt__ul_fhg_mpx_fwb}  
Example Customer Flow for inbound calls.

1. Customer dials an Amazon Connect customer service number.
2. Confirm the approval for recording (press 1#).
3. Give instruction: "Speak to a live agent".
4. Provide a subject for the customer service agent: "Router Issue".
5. Confirm the subject and wait for the agent to pick up the call.
{#using-voice-rtt__ol_drb_spx_fwb}  
Example Agent Flow for inbound calls.

1. Log in to your ServiceNow instance and open the Configurable Workspace
2. Log in to Amazon Connect.
3. Set status to Online.
4. Wait for a call alert and answer the call.
5. A new interaction with the subject and chat panel opens with the real time transcript.
{#using-voice-rtt__ol_r4h_dqx_fwb}

## Outbound call example flow for agents {#using-voice-rtt__section_ffz_rqx_fwb}

The below example illustrates a common scenario for using real-time transcriptions in
outbound calls. The agent contacts the customer, and as soon as the call starts, the agent
can see the transcript of the call in chat panel as they work with the customer. The real
time transcript is not visible to the customer, however, the transcript can help the agent
better understand the customer issue and refer back to the conversation for
clarification.

Persona: Customer Service Agent.

1. Log in and open the Configurable Workspace.
2. Log in to Amazon Connect.
3. Set status to Online.

{#using-voice-rtt__ol_b4w_yqx_fwb}

An interaction is created with the subject "outbound call to `<customer
name>`", and a chat panel opens with the transcript.