0
2.0.9
Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Yokohama Patch 8, Yokohama Patch 6
Get instant resolution to routine service requests and tasks with the voice agent—an automated, conversational AI that understands natural human language over the phone.
The voice AI agent provides customers and employees with a 24/7 self-service experience, enabling users to get support, complete tasks, or find information simply by speaking. This reduces call wait times, frees live agents to focus on complex issues, and improves customer and employee satisfaction.
It includes prebuilt conversation flows to accelerate setup and deployment.
- Handles and resolves repetitive service requests through natural, voice-driven conversations.
- Guides users to information, completes tasks, or transfers them to a live agent when needed—all within an intuitive self-service phone experience.
Now Assist Voice AIA 2.0 release notes
Overview
Now Assist Voice AIA transforms traditional Interactive Voice Response (IVR) systems into intelligent, conversational AI experiences. This application integrates with Contact Center as a Service (CCaaS) platforms to deliver natural, secure, and scalable voice interactions for enterprise workflows.
Natural Voice Conversations
- Human-like speech responses with concise, well-structured replies
- Support for multiple intents, long-form utterances, and interruptions
- Intelligent handling of diverse accents, speech variations, and background noise
- Dynamic conversation flow replacing rigid menu trees
Secure Authentication Framework
- Multi-factor authentication (MFA) including SMS, TOTP, and knowledge-based authentication
- Configurable identification flows via platform UI
- Secure integration with new ServiceNow authentication systems
- Retry limits and security measures to prevent unauthorized access
CCaaS Integration
- Flexible integration with two providers: Twilio and Genesys.
Multi-lingual Support
- Support for English, German, and Spanish.
- Language selection options during configuration
Voice AI Agent Configuration
- Integration with AI Agent Studio for design-time configuration
- Multiple voice options (tone, gender)
Analytics and Monitoring
- Conversation tracking and transcription for voice calls
- Voice interactions summarization using generative AI
- Structured summaries capturing interactions, problems, and resolutions
- JSON format support for downstream analytics
Business Benefits
- Increased automated resolution through incident deflection
- Enhanced customer experience with faster, more natural interactions
- Reduced support costs through AI-handled inquiries
- Improved accessibility with 24/7 voice-driven support
The following store app is required:
Gen AI Platform App - sn_genai_platform (4.1.0)