Voice AI for Now Assist
Designing a hands-free, accessible way to work.
Overview
Voice AI brings conversational interaction to the ServiceNow platform, enabling users to navigate, create incidents, and complete workflows entirely by voice. The goal: make complex enterprise tasks effortless and inclusive, especially for users with limited mobility or vision.
The Challenge
Enterprise tools are powerful, but often depend on dense interfaces and constant task switching. For users who rely on assistive technology or who experience fatigue from repetitive input, this creates friction and limits productivity. We set out to design a more natural, hands-free experience that supports everyone, not just those with accessibility needs.
The Solution
Voice AI transforms static UI interactions into fluid, conversational workflows:
- Voice Input allows users to act quickly using natural commands.
- Voice Output creates two-way dialogue, confirming actions and reducing errors.
- Conversational Flow connects these capabilities into complete, end-to-end experiences.
The result is a system that’s not only more accessible but also faster, more focused, and more human.
My Role
I defined the user experience and interaction model for hands-free navigation, working with product and engineering teams to ensure a consistent voice experience across ServiceNow. I created the entire proof of concept demo, including all screens and video editing, for internal distribution. I also developed the demonstration script and user scenario, highlighting how accessibility innovation improves productivity for everyone.
Impact
- Empowers mobility and vision-impaired users to work independently and efficiently.
- Reduces cognitive and physical effort through natural, speech-based navigation.
- Drives adoption with growing month-over-month usage since launch in the Yokohama release.
- Positions accessibility as innovation, not accommodation, improving the experience for all users.
Omar Bonilla 