Conversational contract search and insights Workflow

[Sandesh Powar]

Hi Everyone,

I'm currently exploring the OOB Conversational Contract Search and Insights Agentic Workflow available in ServiceNow Contract Management Pro and would like to understand its backend execution flow from a technical perspective.

I'm not looking for the functional overview, but rather how the workflow is orchestrated internally.

Specifically, I'm trying to understand the following:

1. When a user submits a query, does the workflow first classify it as a structured or unstructured query?
2. Is there an intent classification step before selecting a tool or skill?
3. How does the agent decide whether to:
   • Query ServiceNow tables (GlideRecord/structured search), or
   • Use a RAG (Retrieval-Augmented Generation) pipeline to search contract documents?
4. Which OOB components are involved in the execution flow?
   • AI Agent
   • Skills
   • Tools
   • Prompt Templates
   • Flow Designer
   • Script Includes
5. Is Vector Search or AI Search used internally for retrieving relevant contract content?
6. How is the final prompt constructed before being sent to the LLM?
7. Does the workflow only generate conversational answers, or can it also update contract metadata?
8. Are there any technical design documents, architecture diagrams, or implementation guides explaining this end-to-end backend process?

I'm looking for something similar to the following execution flow:

If anyone has explored this OOB Agentic Workflow or knows of any official ServiceNow documentation, Knowledge sessions, or architecture references that explain its backend implementation, I would greatly appreciate your guidance.

Thank you!