If you're running large-scale support operations, you already know: incoming calls are killing your metrics. They're expensive, roughly 2.5x the cost of chat or email. They create long wait times, and frustrated customers eat up your team's time. ServiceNow Voice Agents flip that economics. In this session, we walk through: • What Voice Agents Do: How ServiceNow's AI-powered agents handle incoming calls end-to-end, from speech recognition to ticket creation. • Architecture 101: Detailed architecture analysis of speech-to-text, orchestration, agent tooling, and text-to-speech. Plus the telephony options (Twilio for developers, Genesis Cloud for plug-and-play setups). • Live Demo: Watch an agent handle a real support scenario . Required Plugins: • Now Assist for Platform (sn_genai_platform) for enabling default platform AI voice agents. • IT Service Management AI voice agent collection (sn_itsm_voice_aia) for enabling default ITSM AI voice agents. See Agentic AI in the Voice application for more information: https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-voice&version=australia&pubname=australia-it-service-management&ft:locale=en-US • HR Voice AI Agents (sn_hr_voice_aia) for enabling default HRSD AI voice agents. See HR AI voice agents for more information: https://www.servicenow.com/docs/access?context=now-assist-hrsd-voice-ai-agents&version=australia&pubname=australia-employee-service-management&ft:locale=en-US • CSM Agents (sn_cti_csm_cnt) for enabling default CSM AI voice agents. Note : Now Assist for Platform is auto-installed with any of your Now Assist products, for example, Now Assist for IT Service Management (ITSM) and Now Assist for HR Service Delivery (HRSD). 0:00 - The Problem: High Call Volumes & Cost 1:16 - Why Voice Agents Matter 1:36 - Prerequisites & Setup 2:06 - Architecture Overview 2:28 - The Full Call Flow: Speech-to-Text, Orchestration, Tools 3:13 - Under the Hood: Language Models & Integration 3:50 - Demo Setup 4:29 - Live Demo: Handling a Support Call 5:41 - Interaction Record & Logging