Create case AI voice agent
This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission.
Workflow
The agent helps users log a case from a phone call.
- Start the conversation politely.
- Collect the issue details.
- Validate mandatory information.
- Generate a short description.
- Confirm and enrich the details.
- Create the case record.
- Confirm case creation.
- Link the case number and interaction record from the customer's current phone call.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Create Case Record Link case and interaction record |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_customerservice.consumer, sn_customerservice.consumer |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
snc_external, snc_internal |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure a voice assistant using Assistant Designer. |
|
Used in agentic workflows |
Not applicable. |
Parent Topic:Customer Service Management AI agents
--- title: Create case AI voice agent description: This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/csm-create-case-ai-voice-agent.html release: brazil topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Create case AI voice agent This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission. ## Workflow The agent helps users log a case from a phone call. 1. Start the conversation politely. 2. Collect the issue details. 3. Validate mandatory information. 4. Generate a short description. 5. Confirm and enrich the details. 6. Create the case record. 7. Confirm case creation. 8. Link the case number and interaction record from the customer's current phone call. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Script** Create Case Record Link case and interaction record </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_customerservice.consumer, sn\_customerservice.consumer </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> snc\_external, snc\_internal </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure a voice assistant using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/c_CustomerServiceManagement.md). **Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/csm-ai-agents-overview.md)
| title | Create case AI voice agent |
| description | This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/csm-create-case-ai-voice-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Customer Service Management AI agentsCustomer Service ManagementAI agents libraryAI agents and agentic workflowsEnable AI Experiences |