Using the IT Service Management Now Assist Voice AI agents

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Using the IT Service Management Now Assist Voice AI Agents

    The IT Service Management Now Assist Voice AI agents allow users to create and manage tickets for IT service-related issues, such as troubleshooting WiFi connections, through voice commands. This functionality enhances the efficiency of handling IT incidents and inquiries, making it easier for users to receive support in real-time.

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    Key Features

    • Create Incidents: Users can initiate incidents using voice commands.
    • Manage Tickets: Voice AI agents enable ticket management, allowing users to inquire about ticket status or escalate priorities with simple voice queries.
    • Customization: Users can modify the AI agents by duplicating and adjusting settings to fit specific needs, ensuring that all instructions are updated accordingly.
    • Demo Agents: The installation of the IT Service Management AI voice agent collection application includes demo agents for various tasks such as submitting requests, resetting passwords, and troubleshooting Outlook issues.
    • Knowledge Base Integration: Voice AI agents can be configured to search knowledge base articles, providing users with answers or solutions to issues directly through voice interactions.

    Key Outcomes

    By utilizing Voice AI agents, ServiceNow customers can expect improved incident resolution times, enhanced user experience through voice interactions, and streamlined ticket management processes. Additionally, the ability to quickly search knowledge base articles empowers users to find self-service solutions, reducing dependency on support personnel.

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

    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.
    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 demo agents.
    Table 2. Voice AI demo agents and their role
    Voice AI agent 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.
    Password reset with voice AI agent Fetches the information to reset your password in one of the following ways:
    • 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.
    Troubleshoot Outlook issue with voice AI agent Searches the knowledge base to troubleshoot outlook issues.

    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