ServiceNow Integration with Verbix.ai
Supercharge Your ITSM & Customer Support with AI-Powered Voice Intelligence.
Verbix.ai integrates seamlessly with ServiceNow, enabling organizations to transform raw voice conversations—support calls, IT helpdesk interactions, HR queries, and customer service calls into actionable insights directly within their ServiceNow workflows.
This integration eliminates manual call reviews and empowers ServiceNow teams with real-time transcriptions, AI analytics, automated case summaries, sentiment detection, and performance metrics.
Integration Overview
With the Verbix.ai + ServiceNow integration, every support or service call is automatically:
Call recordings from your telephony platform (VoIP, contact center, or cloud telephony) sync directly into ServiceNow via Verbix.ai.
AI converts conversations into searchable, time-stamped, speaker-separated text enriched with metadata.
Verbix.ai extracts sentiment, intent, topics, compliance markers, and agent performance indicators.
How It Works
Call Capture
Verbix.ai connects with your existing telephony setup (Zoom Phone, Cisco, Avaya, RingCentral, 8x8, Aircall, etc.) and automatically imports call recordings related to ServiceNow incidents, tickets, or service requests.
Speech-to-Text Processing
Every call is transcribed with: High-accuracy AI, Multi-language support, Speaker separation, Time indexing, Background noise handling
Transcripts are securely linked to the relevant ServiceNow record.
AI Analytics Engine
Verbix.ai analyzes each conversation to generate: Sentiment & emotion scores, Intent categories (Issue, Request, Complaint, Escalation), Compliance adherence, Topic & keyword extraction, Agent performance insights, Automated QA scoring, AI-generated call summaries
Insights sync to ServiceNow for supervisors and agents to review instantly.
Key Features
Automatic Call Linking to Incidents/Tickets
Real-Time or Post-Call Transcription
Sentiment & Emotion Detection
AI-Based Ticket Summarization
Keyword, Topic & Intent Classification
Agent Performance Metrics
Compliance Monitoring
Secure Storage & Access Controls
Custom Dashboards & Analytics in ServiceNow
Security & Compliance
Verbix.ai is built for enterprise-grade ITSM environments and ensures:
Perfect for organizations handling sensitive customer or employee data.
Why Integrate Verbix.ai with ServiceNow?
Works seamlessly across: ITSM, HR Service Delivery, Customer Service Management (CSM), Field Service, Security Operations
Use Cases
IT Helpdesk Intelligence
Instant call summaries automatically update incident notes.
Customer Support Sentiment Tracking
Spot dissatisfied callers and address concerns proactively.
Compliance & Script Monitoring
Ensure critical disclosures and policies are followed.
Training & Coaching
Use insights to improve agent performance over time.
Root Cause & Trend Detection
Identify recurring IT issues, service bottlenecks, and common complaints.