---
sourceDocument: Zurich Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/telecom-media-technology

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Customer voice quality resolution

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Customer voice quality issue resolution agentic workflow {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Customer Voice Quality Issue Resolution Agentic Workflow

The Customer Voice Quality Issue Resolution agentic workflow in ServiceNow Otto for TMT is designed to streamline the resolution of customer voice quality problems.
It integrates customer interaction data with subscriber experience profiles from RADCOM, enabling wireless providers to quickly identify and address service performance issues.
This workflow helps reduce customer churn by linking subscriber details to key network metrics and creating service problem cases automatically.
Show full answer Show less  
The workflow activates when a new customer interaction of type Phone or Chat under the Network category is recorded in the Customer Service Management (CSM) Interaction record.

Note: This agentic workflow is available in read-only mode by default; to use it, you must duplicate and customize it to fit your environment.

## Key Features

* **Integration with RADCOM AI agents:** Retrieves detailed subscriber experience profiles including network usage and service quality metrics.
* **Customer interaction analysis:** Gathers and analyzes customer communication patterns and product usage to provide context for issue resolution.
* **Automated case management:** Detects duplicates, determines case types, verifies documentation, and creates new service problem cases efficiently.
* **Role-based access control:** Uses role masking to restrict access; requires the `snsprbmgmt.agent` role and proper security control configuration for users.
* **Dependencies:** Requires the Customer Service (sncustomerservice) and Customer Service Problem Management (zsnsprbmgmt) applications.
* **External agent setup:** Requires creation of an external RADCOM ticket handling AI agent to retrieve subscriber data.
* **Testing support:** Provides a dedicated testing interface in AI Agent Studio for validating the workflow before deployment.

## Practical Use and Implementation

To implement this workflow, customers must:

* Duplicate the read-only workflow and tailor it to their environment and requirements.
* Configure role-based access controls to ensure appropriate user permissions.
* Create and configure the external RADCOM AI agent to enable subscriber profile retrieval.
* Test the workflow using the AI Agent Studio testing tools to validate functionality and integration.

Once configured, this agentic workflow helps ServiceNow customers quickly resolve voice quality issues by correlating customer interactions with network service data, leading to improved service quality and reduced churn.  
Use this agentic workflow to resolve customer voice quality issues.

## Customer voice quality issue resolution agentic workflow overview {#now-assist-customer-voice__section_yy3_lhp_ghc}

This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case. By integrating RADCOM's AI agents with ServiceNow AI agents, wireless providers can link subscriber details with key service performance metrics. This integration enables swift resolution of service issues and reduces churn rates.  
This agentic workflow is triggered when a new interaction is created in the CSM Interaction record under the following conditions:

* Type: Phone or Chat
* Category: Network

{#now-assist-customer-voice__ul_jjc_lmp_ghc}  
Note:  
The Customer voice quality issue resolution agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) for details.

## Role masking {#now-assist-customer-voice__section_wrj_tzk_jhc}

Required role: sn_sprb_mgmt.agent

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

## Application dependency {#now-assist-customer-voice__section_rws_3gq_ghc}

The Customer voice quality issue resolution agentic workflow has the following dependencies:

* Customer Service (sn_customerservice)
* Customer Service Problem Management z(sn_sprb_mgmt)
{#now-assist-customer-voice__ul_qcc_m1z_z2c}

## Configure the Customer voice quality issue resolution agentic workflow {#now-assist-customer-voice__section_llx_qgq_ghc}

This agentic workflow requires a third-party agent, the RADCOM ticket handling agent, to retrieve the customer experience profile. To use the third-party agent, you must create an external agent by following the steps listed
in the [Create an external AI agent](https://www.servicenow.com/docs/access?context=create-external-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) section.

## Test the agentic workflow {#now-assist-customer-voice__section_dqy_dxz_fgc}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Customer voice quality issue resolution.
{#now-assist-customer-voice__ol_kdw_fxz_fgc}

To test the use case, see [Manually test the execution of an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

## AI agents used in the Customer voice quality issue resolution agentic workflow {#now-assist-customer-voice__section_xhf_2pq_ghc}

The following AI agents are used to execute the instructions for the agentic workflow.  
{#now-assist-customer-voice__table_wxl_gns_fgc__entry__2}

| AI agent | AI agent role |
|-|-|
| Customer interaction context gatherer AI agent | * Retrieves and analyzes customer interaction data. * Provides detailed contextual information regarding customer communication patterns, product usage history, and relevant troubleshooting information. {#now-assist-customer-voice__ul_rs3_nsq_ghc} |
| RADCOM ticket handling AI agent (external agent) | Retrieves subscriber profile including network usage patterns, service quality metrics, and customer behavior insights. |
| Ticket creation AI agent | * Identifies duplicate records, determines case type, and verifies documents. * Checks existing cases and creates a new case. {#now-assist-customer-voice__ul_tck_ysq_ghc} |
[Table 1. AI agents and their role in the Customer voice quality issue resolution agentic workflow]

{#now-assist-customer-voice__table_wxl_gns_fgc}

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