ServiceNow Voice for ITSM

Developer Instance Sub-Production

Install Trend

First tracked: 2024-10-30 Latest: 2026-09-09 (0 installs)

Date	Install Count	Change
2026-09-09	0	-

About

ServiceNow Voice for ITSM integrates the robust capabilities of ServiceNow's IT Service Management applications with the advanced capabilities of ServiceNow Voice providers to provide exciting new experiences for all employees.

Key Features

This application works with the ServiceNow Voice Core and Amazon Connect Integration with ServiceNow Voice applications to integrate Amazon Connect seamlessly with ServiceNow's IT Service Management.

Key Features include:

**Employee Experience**

- Employees can engage via voice-based interactions to create an incident, unlock their account, get a call back, and talk to an agent

**Agent Experience**

- Capture call details from the customer to prepopulate the interaction before the agent receives it
- Map presence with AWA to enable voice as a channel
- Call transcription
- Real time transcription (optional)
- Call transfer

**Manager Experience**

- Review call transcript and recordings for coaching opportunities
- Call metrics (for example, agent call time) for reporting

Version History (4)

v4.1.1 2025-12-11 15:26:15

New Changed Granular roles for configuration. sn_cti_core.admin is allowed to configure SN Voice - ITSM related work Fixed Removed

v4.1.0 2025-08-07 20:23:58

New Changed Upgraded the OOB Lex V1 bot to Lex V2 supporting Amazon's Lex standards Updated inbound flow to account for new Lex V2 architecture ...

v4.0.0 2025-05-01 19:08:02

New This versions enables Real Time Transcription. The flows on the Amazon Connect will have to be updated to with the ones that are provided as p...

v2.0.10 2024-02-01 17:34:24

New - N/A Changed - N/A Fixed - Upgraded the Node.js version to 18 bug Removed - N/A

Support

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