For years, enterprises have sought to enhance their customer service operations with AI, but have often been constrained by the limitations of voice-only automation for complex issues and the arduous, time-consuming integration processes required to deploy advanced AI capabilities within existing enterprise platforms, like ServiceNow. These challenges have created a significant hurdle for organizations aiming to deliver truly seamless and intuitive support experiences.
But, the AI world had evolved – quickly and significantly – making many of these issues a thing of the past.
For instance, Voice2Me.ai is trying to directly address these pain points with its latest release, building on the company's headless, ultra-secured architecture. A headless architecture approach to software decouples the front and back ends, creating more flexibility, improving performance, and increasing scalability. It also supports better omnichannel capabilities to more effectively deliver content across channels and devices.
What that means, in terms of Voice2Me, is it agents can engage with customers in a truly multimodal fashion: They can talk, text, show, and even share screens in real time – customers can receive “see-what-I-see” assistance, where the AI agent can “see” what the user sees on their screens, highlight UI elements, and guide them through complex processes. Simultaneously, the agents can conduct live web research or search corporate knowledge bases with minimal latency, ensuring quick and accurate information delivery. Think of the same kind of experience when you share your screen with others for better collaboration, only, in this case, that experience is with AI agents.
With its native ServiceNow integration, Voice2Me makes it so every interaction is automatically logged in ServiceNow the instant it happens – no more manual entry, which is prone to delay and human error. With a versatile plug-in SDK, these same powerful AI agents can be seamlessly embedded into mobile apps, websites, or contact-center platforms within minutes, offering significant deployment flexibility, now with an omnichannel experience.
“We’re turning ServiceNow into a fully multimodal experience – voice, chat, video, and live screen-share – in a single app,” said Eva Karnaukh, CEO of Voice2Me.ai. “Customers don’t just want answers – they want to see, hear, and be shown.”
In addition to it’s multimodal capabilities, Voice2Me’s platform boasts fluency in more than 50 languages, creating human-like interactions for nearly anyone, anywhere.
With what the company says is a simple one-click install on ServiceNow, complemented by easy drop-in widgets for websites, mobile apps, and telephony systems, agents can be live in minutes.
The emergence of multimodal AI agents – like what Voice2Me.ai offers – is part of the rapid and significant evolution of how AI can and is being used to improve user and customer experiences and, as a result, cultivate stronger customer relationships:
For complex technical issues or processes that are difficult to describe verbally, the “see-what-I-see” capability is a welcome improvement to traditional technology. Customers can simply show the agent their screen, allowing the AI to provide immediate visual guidance. This reduces miscommunication, shortens resolution times, and significantly cuts down on frustrating back-and-forth exchanges, leading to higher first-contact resolution rates.
Customers typically want support in the most convenient way possible – for them. By offering a choice of modalities – whether voice, chat, video, or screen-share – businesses cater to individual preferences and provide more intuitive assistance. This reduces customer effort and frustration, leading to higher satisfaction and a more positive brand perception. When customers feel understood and supported through their choice of channels, loyalty and trust are strengthed.
Of course, there’s also the scalability factor. Multimodal AI agents can handle a vast volume of interactions simultaneously, providing consistent, accurate guidance across all channels and languages. This ensures that every customer receives the same high-quality support, regardless of peak demand or the complexity of their issue, fostering a reliable and trustworthy customer experience that builds enduring relationships.
By combining the power of AI with the intuitive nature of multimodal communication and rapid, native integration into critical platforms like ServiceNow, Voice2Me.ai is setting a new standard for automated customer support, empowering businesses to deliver exceptional experiences and build stronger, more meaningful customer relationships.
If your business is already using or is considering leveraging Agentic AI to enhance customer experiences or improve operational workflows, don’t miss the AI Agent Event, taking place September 29-30, 2025 in Herndon, Virginia, just outside Washington, D.C. and conveniently located minutes from Dulles airport.
Edited by
Erik Linask
