Boost ServiceNow AI Agents with Auralis Integration

By deflecting repetitive requests, auto-categorising and routing incidents, surfacing relevant knowledge articles to agents, and resolving common queries without human intervention, so your ServiceNow team can focus on higher-priority work.

Auralis provides a seamless integration that connects to ServiceNow via its REST API and Virtual Agent framework. Once configured, you can train the AI on your knowledge base, incident history, and service catalogue, and start automating conversations without rebuilding your existing workflows.

Yes. You can configure the chatbot's tone, response style, escalation rules, and routing logic to match your organisation's ITSM processes, SLA requirements, and branding, ensuring a consistent experience for both employees and end users.

Basic familiarity with ServiceNow administration is helpful, but you don't need to be a developer. Auralis provides full onboarding support, documentation, and a dedicated implementation team to guide you through setup and go-live.

Pricing depends on your organisation's size and the features you require. Auralis offers flexible plans and charges only for successful AI-resolved conversations, so you're not paying for cases that were escalated to a human agent.

Yes. Auralis integrates with a wide range of platforms including Jira Service Desk, Freshdesk, Zendesk, Intercom, HubSpot, Kayako, and more, allowing you to run consistent AI-assisted support across multiple channels and tools.

Yes. Auralis provides full onboarding support including documentation, video tutorials, and a dedicated customer success manager to ensure a smooth integration and ongoing performance improvement.

Yes. Auralis offers ongoing technical support throughout the integration process and beyond. Reach out to the support team for any configuration questions, troubleshooting, or assistance with expanding your automation coverage over time.

When Auralis encounters a question it cannot confidently answer, it follows a graceful escalation path, notifying the user, collecting relevant context such as issue type, priority, or affected asset, and creating a pre-filled ServiceNow incident or request for the appropriate agent, with a configurable confidence threshold that automatically hands off anything below it rather than risking a poor response.

Yes, Auralis is designed to complement, not replace, your existing ServiceNow flows. It slots in as a first-line responder and triage layer, passing enriched ticket data (intent, sentiment, language, suggested priority, affected CI) downstream to your existing workflows and assignment rules. You don't need to rebuild your ServiceNow setup; Auralis simply makes every ticket arriving into your existing flows smarter and more complete.

Most teams go live within two weeks with Auralis' done-for-you setup. The AI is trained on your knowledge base articles, past incident data, and service catalogue. From day one it handles common requests well; accuracy improves continuously through reinforcement learning as new conversations come in. Auralis also provides a staging environment where you can test responses against real ServiceNow ticket examples before going live.

Absolutely. The Quality Auditor scores both bot and human agent responses across accuracy, tone, policy compliance, and resolution effectiveness. For human agents, this gives team leads an objective, continuous view of performance without relying on manual spot-checks or infrequent QA reviews. Flagged responses can trigger coaching alerts directly in ServiceNow, and aggregate scores feed into team-level dashboards so managers can spot patterns and run targeted training.

Auralis is SOC 2 Type II compliant and follows enterprise-grade data handling practices, with all data in transit encrypted via TLS 1.2 or higher and data at rest protected using AES-256 encryption. Customer data is not used to train shared models and remains isolated to your instance. For teams with GDPR, HIPAA, or CCPA requirements, Auralis provides data processing agreements and configurable data retention policies to meet your compliance obligations.

Most teams are live within a few weeks depending on data readiness and the complexity of your ServiceNow environment.