Our Voice AI solution automates ServiceNow ticket creation and management by allowing users to simply call a phone number and speak their request. The Agent intelligently collects the required information, then automatically creates, categorizes, and prioritizes the ticket in ITSM or FSM without any manual effort. Users can also call the same number for a real-time status update, which helps reduce open ticket times, increase productivity, and leads to significant cost savings. This seamless, voice-activated workflow fundamentally streamlines a traditionally manual process.
Key Features
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Natural Language Understanding – Understands intent, tone, in real-time.
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Seamless ServiceNow Integration – Automates incident creation, updates, and status checks.
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24/7 Automated Support – Always available with zero wait time.
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Intelligent Escalation – Routes complex or frustrated users to human agents.
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Analytics & Reporting – Tracks call volumes, sentiment, and resolution speed.
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Scalable & Cost-Optimized – Handles high volumes without extra staffing.
Release Notes
1. Voice-Powered IVR
Enables users to create incidents and check ticket status (incidents/requested items) using natural voice commands—fully automated via secure API integrations.
2. Compatibility & Licensing
Supports ServiceNow Xanadu release and later. Uses a Bring Your Own License (BYOL) model—pricing available through the SmartBots portal.
3. Core Roles & Permissions
o admin: Responsible for installation, service account, role assignment, and OAuth app configuration.
o x_palni_smartbot.admin: Manages AI agent creation, prompt tuning, and integration settings.
Required permissions: Create/Read/Write access on key tables and logs.
4. Quick Setup via Guided Configuration
Guided setup walks through: user table customization, service account and OAuth registry creation, AI agent setup (including Self‑Service number), and optional prompt/property tweaks.
5. SmartBots Studio Integration
o Reset password from invitation email
o Log in to SmartBots Studio → Integrations → Custom integration
o Enter OAuth credentials via JSON
o Select environment (e.g., Dev), Build, and authenticate
Users can then initiate voice interactions to create tickets or check status.
6. Troubleshooting & Support
o Diagnostics available via SmartBots logs (application, system, outbound HTTP)
o Contact support: support@smartbots.ai or +1‑800‑555‑0123
ServiceNow Instance Requirements
- Requires ServiceNow platform family release Xanadu or later.
- Ensure the certified SmartBotsAI app is installed.
- Requires OAuth-based authentication with proper client credentials (client_id, client_secret).