FAQs about the ServiceNow & Soul Machines Integration

This guide answers the most common questions about how the Soul Machines integration with the ServiceNow® platform works — from setup to everyday use.

What does this integration do?

The Soul Machines + Experiential AI Agents Connector™ app allows you to embed emotionally intelligent, human-form AI Agents into your ServiceNow workflows. These agents can:

• Guide users through structured, face-to-face conversations

• Collect data (like names, preferences, or responses)

• Trigger ServiceNow workflows automatically

• Be embedded into ServiceNow portals, knowledge articles, or forms

What do I need to get started?

You’ll need:

• A Soul Machines Annual Pro Plan or higher

• A ServiceNow account with admin access

• Installation of the Soul Machines Experiential AI Agents Connector app from the ServiceNow Store ($6,000/year)

• An API Key from Soul Machines (request via servicenow-sales@soulmachines.com)

⚙️ What’s the setup process?

1. Install the Soul Machines Experiential AI Agents Connector app from the ServiceNow Store

2. In ServiceNow, go to Soul Machines → Configuration

3. Input the API Key provided by the Soul Machines team

4. Save the configuration to generate a secure Callback API Key

5. Assign roles:

   • x_soma_sm.admin – Full access to configure the app

   • x_soma_sm.user – Access to create and view experiences

What roles and permissions are needed?

There are two main roles:

• x_soma_sm.admin – Can configure the application and manage experiences

• x_soma_sm.user – Can create experiences and view data

Optional table-specific roles can be used for fine-grained access, such as:

• x_soma_sm.conversation_results_table_user

• x_soma_sm.experiences_table_user

What can the Experiential AI Agent™ do once deployed?

Agents can:

• Greet users with natural expressions and speech

• Walk users through customized experiences and objectives (e.g., onboarding, surveys)

• Capture structured data and responses (e.g., “name,” “department,” “feedback”)

• Automatically integrate data into ServiceNow workflows in real time

What are some specific use case example for the Soul Machines + ServiceNow integration?

Experiential AI Agents can augment roles across many departments:

• HR: Automate pre-screening interviews and seamlessly update your HR system with outcomes

• IT: Empathetically address Tier-1 inquiries in real time, with intelligent escalation to human support

• Customer Experience (CX): Provide face-to-face support, capture sentiment, and deliver conversation summaries into ServiceNow

• Sales: Engage leads from marketing platforms, capture qualification data, and sync with your CRM

Where does the conversation data go?

All results are securely stored in the Conversation Results table within your ServiceNow instance.

You can:

• View completed conversations

• Click into individual records to see user responses

• Trigger workflows, create reports, or connect to other ServiceNow modules

Can I test the experience before launching it?

Yes! We recommend testing each Agent internally first. After generating an experience:

• Use the unique experience URL

• Preview the interaction in a browser

• Adjust tone, purpose, and objectives as needed

Can I change the avatar, tone, or goals later?

Absolutely. You can edit your experience at any time:

• Choose a different avatar

• Update the Agent’s tone and persona

• Modify objectives or the data fields you want to collect

Is the integration GDPR-compliant?

Yes. Soul Machines ensures secure, encrypted handling of all API keys and callback data. All data remains inside your ServiceNow instance unless explicitly configured otherwise.

For compliance documentation (GDPR, EU AI Act), contact servicenow-sales@soulmachines.com