ServiceNow for ACE

Teams running on ServiceNow manage a steady flow of customer and case-related conversations — and keeping that activity properly documented shouldn't require manual effort after every call. AI Conversation Expert (ACE, formerly RingSense) integrates directly with ServiceNow to handle that automatically, capturing and organizing every interaction the moment it happens.

The instant a call ends, ACE logs the details and matches the interaction to the correct contact, account, or record within ServiceNow — eliminating the need to manually search for the right case or update it after the fact. ACE also brings ServiceNow names and records directly into its own platform, making it easy to filter, search, and report on interactions without switching between systems.

Case and activity tracking benefit as well. ACE connects activity between ServiceNow and ACE, giving teams a clear, connected timeline of every interaction. Agent actions are tracked automatically, and progress can be monitored directly within ACE — so anyone on the team can quickly understand the full history of a case without piecing it together manually.

Key benefits:

1. Calls automatically logged and matched to the correct ServiceNow record
2. ServiceNow records brought into ACE for streamlined filtering and reporting
3. Activity synced between systems for a complete, real-time timeline
4. Automatic tracking of agent actions across every interaction
5. A unified, accurate view of every case and customer relationship without manual upkeep

With ACE and ServiceNow working together, teams spend less time on admin and more time resolving what matters most.