Agentic AI in the Voice application

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Agentic AI in the Voice application

    ServiceNow’s Voice AI agents enable users to create and manage IT service tickets using natural voice calls. These AI agents facilitate tasks such as troubleshooting WiFi connections, checking ticket status, escalating priorities, and adding comments through conversational interactions. Installed as part of the IT Service Management AI voice agent collection (snitsmvoiceaia), these agents can be customized to suit specific organizational needs.

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    Key Features

    • Incident Creation and Ticket Management: Users can create incidents and manage existing tickets via voice commands, improving efficiency and accessibility.
    • Generic Query Responses: Voice AI agents respond contextually to queries like status updates on tickets or VPN issues.
    • Ticket Escalation and Commenting: Tickets can be escalated or annotated through voice interaction.
    • Customizability: AI agents can be duplicated and modified with updated instructions and activation through the Define availability screen.
    • Predefined AI Agents and Primers: Includes specialized agents for creating incidents, managing tickets, password resets, submitting catalog requests, troubleshooting Outlook, and account unlock requests.
    • Password Reset Options: Provides knowledge article instructions via email, SMS reset links, or voice-read URLs.
    • Knowledge Base Integration: Voice AI agents can be configured to search knowledge base articles by defining relevant articles, setting AI search profiles, and creating search retrieval tools.

    Practical Use for ServiceNow Customers

    By leveraging Voice AI agents, ServiceNow customers can streamline ITSM workflows, reduce manual ticket handling, and enhance user experience through hands-free voice interactions. These agents are particularly useful for common IT issues like password resets and software-related requests, allowing faster resolution and improved service desk efficiency.

    Customization capabilities enable tailoring AI agents to specific organizational requirements, while integration with knowledge articles ensures users receive accurate, context-aware assistance. Activating and updating AI agents require enabling their status and maintaining consistent instruction sets to ensure reliable operation.

    Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls.

    Here is an example of how Voice AI agents work.

    The Request catalog item with Voice AI agent video is an example that shows how to use a demo Voice AI agent.

    Managing IT-related issues using Voice AI agents

    Using the Now Assist for ITSM Voice AI agents, you can do the following:
    • Create incidents and manage tickets using voice calls.
    • Use generic queries such as, "Is there an update to my ticket from yesterday?" or "What's the status of my VPN ticket?" and get responses in the context of your questions.
    • Escalate a ticket to a higher priority or add a comment to the ticket.

    To modify the Voice AI agents, duplicate it, and adjust the settings according to your requirements.

    Important:
    • When you modify an AI agent, or a tool, make sure that you update all instructions accordingly.
    • In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Note:
    The Voice AI agents are installed with the IT Service Management AI voice agent collection application (sn_itsm_voice_aia).
    Table 1. Voice AI agents and their roles
    Voice AI agent Voice AI agent role
    Create incidents with voice AI agent Creates an incident using voice.
    Manage tickets with voice AI agent Manages tickets using voice.
    Password reset with voice AI agent Fetches the information to reset your password in one of the following ways:
    Note:
    You can get the knowledge article when you install the demo data from the Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai) application or you can create your own knowledge article with the password reset instructions.
    • Provides the instructions from the knowledge article to reset the password in an email.
    • Provide the reset password link by SMS.
    • Reads out the URL for the reset password by voice.
    Note:
    When you install the IT Service Management AI voice agent collection application (sn_itsm_voice_aia) along with the demo data, you can activate the agents that are primers equipped with the essentials that you can expand on for your use cases.
    Table 2. Voice AI agent primers and their role
    Voice AI agent primers Voice AI agent role
    Request catalog item with voice AI agent
    • For software-related categories, the AI agent submits the requested item for the user.
    • For non-software categories, the AI agent emails a catalog item link to the user to submit the item.
    Troubleshoot Outlook issue with voice AI agent Searches the knowledge base to troubleshoot outlook issues. The AI agent can also email relevant links to troubleshooting articles and instructions to users.
    Submit account unlock catalog with voice AI agent Creates and submits a catalog item when a user requests their account to be unlocked.

    Creating Voice AI agents to search knowledge articles

    You can use Voice AI agents to get answers to your questions or resolve issues using knowledge base articles.

    For Voice AI agents to search knowledge base articles:
    1. Define the knowledge base articles.
    2. Define the search profile in AI search to search the knowledge base articles. For information on AI search, see Search profiles in AI Search
    3. Create the search retrieval tool to use the search profile in the Voice AI agent. For information on search retrieval, see Add a search retrieval to an AI agent