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Use agentic AI in IT Service Management › Now Assist for IT Service Management \(ITSM\) › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Agentic AI in the Voice application

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.[Omitted video] Description: AI Voice Agent Overview

The Request catalog item with Voice AI agent video is an example that shows how to use a demo Voice AI agent.[Omitted video] Description: Demo Request catalog item with Voice AI agent

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).

Voice AI agentVoice AI agent role
Create incidents with voice AI agentCreates an incident using voice.
Manage tickets with voice AI agentManages 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.

Voice AI agent primersVoice 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 agentSearches 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 agentCreates 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