AI Voice Agent Configuration

Overview

This skill covers configuring AI-powered Voice Agents in ServiceNow for telephony and voice-driven interactions. It covers:

• Setting up Virtual Agent topics for voice channel compatibility
• Configuring speech-to-text (STT) and text-to-speech (TTS) engine integration
• Designing intent recognition models for voice input with NLU training
• Building voice-specific conversation flows with DTMF fallback support
• Integrating with IVR systems and telephony providers (Twilio, Genesys, Amazon Connect)
• Managing voice interaction records and analytics
• Handling voice-specific challenges: noise, accents, disambiguation, and timeout management