ServiceNow AI voice agent integration.
Phone calls that reach your service desk.

Incidents and cases from calls

Use the webhook from each call to open an incident or a customer service case with the caller's details, the issue and the transcript.

Work notes on open records

Add callback outcomes and transcripts as work notes, so the record shows what happened on the phone.

Status changes start calls

A business rule or flow in ServiceNow can call the Kallix API, for example to tell someone their request is resolved.

Escalate to your team

When a caller asks for a person, or the issue needs one, the agent transfers the call to your service desk.

• First line on the service deskAnswer calls, capture the issue and the caller's details, and log an incident before a person picks it up.Use case
• Replace the phone menuCallers describe the problem in their own words instead of pressing through options, and reach the right queue.Use case
• Satisfaction calls on closureCall people after a request is closed, ask how it went and send low scores back to the record.Use case

1. 1

   Build and test your agent

   Create the agent in the studio, add your service desk FAQs to a knowledge base and run test calls.

2. 2

   Receive call results

   Point Kallix's signed webhooks at a scripted REST API in ServiceNow, or at Zapier or Make, and send a test event.

3. 3

   Write to your tables

   Map the outcome, fields and transcript to incident or case fields, following your instance's access rules.

4. 4

   Start calls from ServiceNow

   Optionally, have a business rule or flow call the Kallix API when a record changes. Try it on a sub-production instance first.

Building something custom? Read about webhooks and the REST API.

• FrFreshdesk
• Zendesk