Supercharge ServiceNow with Olivia AI
Before the caller hangs up, Olivia, an AI call agent, answers every client call, fixes what it can, and tracks the entire outcome in ServiceNow. There are no hold lines. No calls were missed. There are no more case notes to type.
Every communication Olivia AI manages, from the initial ring to the last case update, generates a ServiceNow record that your team can act upon.
Trusted by revenue teams at
Watch Olivia AI work inside ServiceNow
Answers calls around the clock and resolves what it can
Olivia AI answers incoming calls day or night, comprehends the problem in casual chat, and promptly handles regular requests. Real call deflection, fewer recurring contacts, and round-the-clock customer service without hiring more staff are the outcomes.
Opens and updates cases, incidents, accounts, and contacts
Olivia AI generates or updates the appropriate ServiceNow case or issue with a clean call report, category, priority, and next steps after a call concludes. Without an agent taking notes, cases are automatically created from phone conversations.
Checks ServiceNow before it speaks
By looking up the caller’s account, open cases, and CMDB details in the middle of the conversation, saving customers from having to repeat themselves and ensuring that every response accurately reflects their actual circumstances.
Triggers your ServiceNow workflows
Olivia AI initiates your current Flow Designer flows, assignment rules, SLA timers, and notifications following each call. The entire chat is already linked to the case, and escalations are sent to the appropriate organization. It operates in tandem with Now Assist and Virtual Agent, ensuring that case summaries, suggestions, and routing continue to function precisely as your team configured them.
Deployment
Completed for you, begin to finish
Keep your developers and administrators out of it. Nothing needs to be configured, scripted, or maintained on your end because our integration team takes care of every stage of integrating Olivia AI to your ServiceNow installation.
Secure connection
We manage authentication and securely connect your ServiceNow instances for development, testing, and production.
Table and field mapping
Across cases, incidents, accounts, contacts, and any custom tables, we match call data, including summaries, outcomes, and priority, to the appropriate tables and fields.
Conversation design
Using your current service playbooks and SLAs, we collaborate with you to create Olivia AI's conversations and escalation rules.
Test, then launch
We execute test calls on a sub-production instance, verify each workflow trigger and record write, and only launch in production once everything is successful.
Ongoing care
After you go live, our staff monitors the integration and makes adjustments as your ServiceNow configuration changes.
Launching Olivia AI with ServiceNow is quick, easy, and completely hands-off for your company because a knowledgeable team is available around-the-clock.
Plan your ServiceNow integration with our team
Developed by our Integration Team
Purpose-built for ServiceNow, not patched together
Olivia AI does not use any middleware or stitched-together technologies; instead, it connects directly to ServiceNow via its normal APIs. Your engineers may concentrate on the roadmap while our in-house integration team creates, constructs, and maintains the connection.
100%
Calls resolved or routed with no hold queue
70 - 80%
Faster case creation after each call
33 hrs
Agent hours returned to complex cases each month
~992 ms
Average time from call end to ServiceNow record
Why Teams Adore Olivia AI
Faster answers for callers, quieter queues for agents
Every call is answered, every result is recorded, and the appropriate team receives each escalation. Your agents focus their efforts on the issues that really need them, and customers receive faster results.
Boost initial call resolution, safeguard your SLAs, and maintain accurate ServiceNow data without requiring more administrative work.
Find out more about Olivia AI features
From Dormant Accounts to Recovered Revenue
How Customer reduced response time with Olivia AI + Salesforce
[Customer] needed to reduce lost inbound leads due to slow follow-up, and maintain a clean Salesforce pipeline without increasing headcount. Olivia AI now answers all calls and logs the outcome in Salesforce automatically.
FREQUENTLY ASKED QUESTIONS
Does Olivia AI work with development, test, and production ServiceNow instances?
Yes. Olivia AI connects to any of your ServiceNow instances, so we can build and test safely before anything touches production.
Can Olivia AI create and update incidents, cases, and custom tables?
Yes. As long as the connected ServiceNow user has access to the table, Olivia AI can read from it and write to it. That covers customer service cases, ITSM incidents, accounts, contacts, and your own custom tables, all through standard ServiceNow APIs.
When does Olivia AI write to ServiceNow?
Olivia AI can log details while a call is still in progress, such as a verified caller or a confirmed issue, and it finalizes the case record the moment the call ends so your workflows can pick it up.
How is call data kept secure?
Call data is encrypted while it moves between systems and while it is stored.
Who handles the setup, our team or yours?
Ours. Our integration team manages authentication, table mapping, conversation design, and testing from start to finish. Your admins and developers do not need to do any manual work.
How is pricing for a ServiceNow-connected agent calculated?
Pricing is based on your call volume and the workflows you need. Reach out to our team for a quote that fits your contact center.
Related integrations
Olivia AI works with the ServiceNow products your team already runs, including Customer Service Management, IT Service Management, Now Assist, and Virtual Agent. Using a different platform? We build integrations for those too.
Closing Calls to Action
Let our team handle the connection
From authentication to table mapping, conversation design, and testing, our integration team takes care of it all. We scope the project with you, build it, and stay beside you through go-live, with no manual work from your side.
Summarize With AI
