Turn Every Customer Conversation Into Actionable ServiceNow Data
Integrate Verbix.AI with ServiceNow to seamlessly capture and analyze customer and support interactions, pull out key information, and convert each interaction into structured incidents, cases, insights, summaries, and follow-up actions.
Verbix.AI enables service teams to reduce manual note-taking, while providing agents and managers richer insights around customer issues, intent, sentiment, resolution and next steps.
What Verbix.AI Sends to ServiceNow
Transform chats to structured service records and feed into your ServiceNow workflows.
AI Call Summary
Automatically generate concise summaries of customer issue, troubleshooting steps, resolution, decisions, next actions.
Customer reported business banking account lockout with vendor payment due today. Verified identity credentials, initiated emergency access restoration workflow.
Full Transcript
Capture full speaker-separated transcripts for each conversation, enabling calls to be searched and reviewed without the need to listen to the entire recording.
Data Extraction
Extract the details of incidents, type of issues, services, products involved, priorities, actions to be taken, deadlines and all other business related information.
Conversation Insights
Analyze customer intent, sentiment, topics, pain points, risk of escalation, and conversation results.
Compliance Results
Identify key compliance statements, mandatory disclosures, policy issues, and configured conversation flags.
Action Items & Follow-up Tasks
Automatically detect commitments, suggestions, escalations, and follow-up needs.
ServiceNow supports customer service interactions on all channels: phone, email, chat, web, and social media. The platform also has APIs to read and write records.
Extract the Data That Matters to Your Service Team
Verbix.AI sifts through all the noise between your customers and agents, and surfaces what actually matters to your ServiceNow workflows.
Banking Service & Transaction Support
"My business banking account is locked after too many failed login attempts. I have a payment due today and need access restored as soon as possible."
ServiceNow's Financial Services Operations enables banking and insurance workflows, and its case-management model can handle financial service requests and disputes.
Save Time
Eliminate manual ticket entry and call logs
Improve Accuracy
Capture 100% of incident and case context
Real-time Sync
Data pushed directly to ServiceNow records
Automated Actions
Trigger ServiceNow workflows and assignments
Map AI Insights to Your ServiceNow Fields
Configure what data Verbix.AI should pull from your Verbix.AI records and map to your ServiceNow records.
From Conversation to ServiceNow in Minutes — Without Manual Work
Customer Conversation
Your customers or employees talk to your support team via your existing phone or contact center setup.
AI Transcribes the Call
Verbix.AI turns the conversation into a precise transcript with the speaker separated.
AI Analyzes the Conversation
The problem, intent, sentiment, impacted service, priority, resolution, and follow-up needs are all identified by AI.
Data Posted to ServiceNow
Extracted information is mapped to configured ServiceNow incident, case, task, or other relevant fields.
Workflow & Actions Triggered
Create and update records, assign work, add notes, trigger follow-ups, and enable escalation processes.
The existing ServiceNow workflows allow you to perform such actions as creating incident tasks, problems, requests, and change requests on incident records.
Key Benefits
Enable your service desk and customer support teams with AI-enabled conversation intelligence integrated with ServiceNow.
Increase Agent Productivity
Spend less time listening to recordings and manually transcribing conversations.
Capture Complete Issue Context
Automatically capture the customer's problem, affected service, impact, priority, and requested resolution.
Improve ServiceNow Data Accuracy
Convert conversation interactions into structured data that can be used for incidents, cases, work orders, and similar records.
Faster Incident Resolution
Provide agents with the right context of the conversation to investigate and resolve issues more quickly.
Identify Customer Sentiment
Identify customer signals of frustration, urgency, satisfaction, and escalation throughout the conversation.
Automate Service Workflows
Leverage extracted conversation information to drive assignments, escalations, follow-ups, and other service workflows.
ServiceNow supports the incident, problem, request and change workflows and also has the ability to create related records from an incident, if needed.
Customer Success Stories
Trusted by Customer Service Teams Worldwide
Learn how organizations leverage Verbix.AI to turn conversations into business intelligence.
Frequently Asked Questions
Yes. Verbix.AI can connect conversation intelligence with ServiceNow workflows to convert calls into structured summaries, insights, incidents, cases, and follow-up actions.
Yes. Conversation data can be used to populate configured incident fields such as description, category, priority, affected service, caller information, work notes, and other fields.
Yes. In the case of organizations using Customer Service Management, extracted conversation information can be mapped to appropriate customer service case data. ServiceNow has a Case API that can be used to create and update CSM cases.
Yes. Verbix.AI can extract issue details, customer intent, sentiment, priority, affected services, products, troubleshooting information, resolution details, and next steps.
Yes. The integration can be configured to the fields and business information relevant to your ServiceNow workflows.
Yes. Conversation analysis can identify sentiment and other configured conversation signals to alert service teams to such interactions in real-time.
Information gleaned from conversations can power updates to configured records, assignments, notes, follow-ups, escalations and other workflow actions.
Yes. Verbix.AI is built to work with current telephony and contact-center systems, helping organizations to analyze conversations without having to rip and replace their current phone infrastructure.
Connects with tools you already use
Verbix integrates seamlessly with your favorite CRM, helpdesk, and telephony applications to automate workflows.
