Voice AI That Fits Any Telephony Stack: Meet Customers Where They Are

 

AI Voice Agents are transforming how organizations serve customers. They can understand intent, automate work, take action across enterprise systems, and resolve issues end-to-end through natural conversation. Yet one of the biggest challenges in deploying voice AI has little to do with AI itself.

 

It is telephony.

When organizations evaluate voice AI, one of their first questions is not:

"Can the AI hold a conversation?"

It is rather:

"Can it work with my existing contact center?"

“How does it integrate with our existing call flows and routing logic?”

 

Across industries, enterprises have spent years investing in and securing complex contact center ecosystems from CCaaS platforms (e.g Amazon Connect, Genesys, NICE, Five9) to custom telephony deployments, carriers, SBCs, routing policies, authentication flows, reporting processes, and compliance controls. These systems support millions of conversations every year, making it critical that AI Voice Agents work with existing infrastructure rather than forcing customers to rearchitect it.

The challenge is simple: The more friction required to deploy AI, the longer adoption takes.

That is why our Voice Agent focuses on flexibility and customer choice.

 

WebSocket-Based Integrations

In this model, audio is streamed over a secure WebSocket connection from the contact center platform into the ServiceNow voice infrastructure. This approach enabled integrations with platforms such as Twilio, Genesys AudioHook, and 3CLogic.

 

SIP-Based Integrations

Session Initiation Protocol (SIP) is the foundation of modern enterprise voice communications and contact centers. Rather than requiring platform-specific streaming implementations, SIP enables ServiceNow AI Voice Agents to work with industry-standard telephony infrastructure and routing architectures.

Today, Voice agent supports multiple SIP-based integration patterns across providers including Amazon Connect, Genesys, Five9, and NICE.

For customers, the benefit is straightforward: Customers can introduce AI Voice Agents into existing call flows without rearchitecting their contact center infrastructure.

 

Introducing Custom SIP

While pre-built integrations address many common deployment scenarios, enterprises often have unique environments such as below:

• Some use regional contact center providers.
• Some operate customer-managed SBCs.
• Others have bespoke telephony architectures that do not align neatly with a standard connector model.

To address these scenarios, we introduced Custom SIP, generally available as part of our September 2026 release.

Custom SIP establishes a standard SIP interconnect between customer telephony infrastructure and the ServiceNow voice platform. Rather than requiring a dedicated integration for every telephony provider, it enables customers to connect using industry-standard SIP protocols.

 

Why does this matter?

• Because the future of enterprise voice AI isn't about replacing telephony infrastructure. It's about enabling organizations to modernize at their own pace while preserving the investments they have already made.
• Custom SIP helps unlock the long tail of customer-specific telephony deployments, CCaaS platforms, and carrier environments, giving enterprises more flexibility and choice in how they adopt AI Voice Agents.

Looking Ahead

Enterprise voice AI is no longer just an AI problem. It is an AI plus telephony problem.

That is why we continue to invest in flexible telephony connectivity, broader CCaaS coverage, standards-based SIP infrastructure, and customer-centric integration options.

Because the future of voice AI is not about asking customers to start over. It is about meeting them where they are.

See how Custom SIP connects to your environment: https://www.servicenow.com/docs/r/intelligent-experiences/integrate-voice-service-with-custom-sip.html