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The State of the Digital Workplace
Organizations are increasingly turning to dictation and transcription tools to capture spoken information, automate administrative tasks and improve workplace accessibility, according to recent industry analysis. These tools aim to boost efficiency by automating note-taking, summarizing meetings and extracting action items.
According to research, 64% of workers using AI-generated summaries reported they could pay better attention in meetings, as they no longer needed to take manual notes. The technology allows participants to focus on discussions and understanding rather than typing.
ServiceNow’s Voice input for Now Assist is one such tool boosting employee productivity and engagement. This award-winning tool brings intuitive voice-to-text capabilities to the Now Assist panel, enabling hands-free interaction across enterprise workflows. Users speak naturally, and their words are transcribed and inserted directly into the Now Assist chat interface with no typing required.
To further explore the advantages of Voice input, Reworked interviewed Pratik Contractor, Senior Manager, Platform Product Management for ServiceNow. We discussed key use cases, explored how employees can use dictation for mobile productivity and talked about how dictation made it easier to work alongside other AI tools.
Key Use Cases
Voice input’s core value proposition lies in its ability to enable workers to interact with ServiceNow by speaking instead of typing. This makes it easier for employees to approve simple workflows or capture documentation and notes through dictation rather than manual typing. Employees can then turn their spoken explanations into written artifacts, making documentation feel less painful and more natural.
All of this is done within the ServiceNow platform. The feature was designed to meet users where they are and fit into their natural flow of work, not force them into a new pattern.
Expanding Beyond Accessibility to Mobile Productivity
ServiceNow’s design philosophy sees them making intentional, thoughtful decisions for anyone who needs accessibility at work. According to experts, AI-powered dictation and transcription can adapt to different cognitive profiles and needs, supporting neurodivergent workers and those with disabilities. “We’ve always believed in designing with people with disabilities in mind,” Contractor said. “Voice input is built to fit into that context — making sure, for example, that users know exactly when it’s listening and that screen‑reader users can control when they use voice versus other input methods.”
Voice input was initially developed and tested with employees with disabilities to create a hands-free interaction model. However, it has been rapidly adopted by the broader mobile workforce, field service agents and multitaskers who use it during travel time or as a hybrid workflow to reclaim up to 30–45 minutes a morning. “With Voice input, people can handle simple approvals or actions while they’re on the go — like during their commute — instead of having to sit back down at a desk and work an extra two hours at the end of the day,” Contractor said.
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Breaking Down Language and Jargon Barriers
Voice input is also proving to be a powerful tool for non-native English speakers who may find typing in a secondary language to be harder than speaking and a barrier to productivity. “Some folks can think and speak in English faster than they can type it out, so Voice input is tremendously helpful for those employees,” Contractor said.
ServiceNow is also actively addressing the challenges of recognizing different accents, speech differences and unique workplace jargon by training the AI on internal repositories and exploring custom dictionary capabilities.
Paving the Way for AI Coworkers
Voice input shifts the paradigm of how employees interact with software. It is evolving from a straightforward input/dictation tool into a collaborative interface where workers can seamlessly have two-way conversational interactions and manage AI agents effectively. Using Voice input, employees can have easy, everyday micro-interactions with an AI tool, like getting a quick recap by simply asking “What did I miss?”
Other use cases have also evolved — easy document creation, for example. “We’re seeing teams using Voice input to create a hybrid documentation workflow, where they record speaking notes as their meetings happen and use those notes to create process documentation,” Contractor said.
Better Communication Through Transcription
Real-time speech-to-text transcription aims to reduce communication barriers and provide clearer, more accurate records for all. Employees with dyslexia, those who speak English as a second language or people who experience difficulty typing are all able to use dictation to fully participate in meetings and conversations.
ServiceNow isn’t setting out to replace keyboards, so much as they want to give people the choice of working in a way that’s best for them. Voice input reduces friction and barrier to entry for many users, aligning with the broader accessibility-first strategy.
As part of the ServiceNow AI Platform, Voice input for Now Assist enables hands-free interaction across enterprise workflows. Learn more at servicenow.com.