What changed
For the Genesys Cloud and ServiceNow Unified Experience, Genesys Cloud now publishes voice utterances to ServiceNow during the conversation. Agents can follow the transcript in the ServiceNow active call viewer, and ServiceNow capabilities such as Now Assist can use it for in-conversation assistance.
Vendor documentation (opens in a new tab)Why it matters
Teams standardizing on ServiceNow as the agent desktop can bring live voice context into it, but transcript text now leaves Genesys in real time. Data handling, retention and AI-use policies on the ServiceNow side should be reviewed before switching it on.
CxCave practical context
Who should care
- Integration developers
- CX architects
- Agents
Implementation considerations
REVIEWConfirm Unified Experience licensing and configuration, review how ServiceNow stores and uses transcripts, and pilot with a small agent group before broader rollout.
CxCave recommendation, not a vendor mandate unless explicitly stated.