ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection order fulfillment AI agent

  • Release version: Zurich
  • Updated October 29, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI Agent Order Fulfillment AI Agent

    The Order Fulfillment AI Agent in ServiceNow Otto for Sales Customer Relationship Management for Telecommunications automates the identification and creation of tasks required to fulfill domain orders. It leverages historical order data to generate relevant order tasks, and if no historical data is available, it uses a large language model (LLM) to determine the necessary steps. This agent ensures that orders are decomposed into actionable tasks based on previous similar orders or default fulfillment flows.

    Show full answer Show less

    Key Features

    • Historical Data Utilization: Retrieves tasks from past similar orders to inform current order fulfillment.
    • Fallback on Large Language Models: Applies LLMs when historical data is insufficient to generate tasks.
    • Default Fulfillment Flows: Uses predefined flows like Service Order, Resource Order, and Product Order trigger AI agents if decision table configurations are absent.
    • Integration with Group Action Framework (GAF): Adds tasks in addition to those generated by GAF, allowing simultaneous use of both systems for comprehensive task management.
    • Autonomous Triggering: The AI agent triggers automatically when activated via the Edit trigger form’s Active button.
    • Configurable and Customizable: Customers can duplicate and modify the agent workflow to tailor the order fulfillment process to their specific requirements.
    • Testing Capabilities: Provides a test use case page in AI Agent Studio for validating the agent’s behavior before production deployment.

    Practical Application for ServiceNow Customers

    By implementing the Order Fulfillment AI Agent, ServiceNow customers in telecommunications can streamline their order management by automating task generation based on proven historical workflows or intelligent AI inference. This reduces manual effort, improves fulfillment accuracy, and accelerates order processing. Customers need to ensure the AI agent is activated in the trigger settings to enable autonomous operation and may configure decision tables as needed to customize task flows. Leveraging GAF alongside the AI agent further enhances task management capabilities.

    To manage and test the AI agent, navigate within AI Agent Studio to create, configure, and execute test cases, enabling smooth implementation and operational readiness.

    Use the order fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders.

    Order fulfillment AI agent overview

    The order fulfillment AI agent uses historic order tasks to create the order tasks. If the historic data doesn't return any results, then a large language model (LLM) is used to get the response. After decomposition, the order fulfillment AI agent creates order tasks by checking historical and applicable tasks.

    Based on the domain order, this agent retrieves a list of tasks that must be fulfilled. For each such domain order, the agent uses historical data from similar orders to find all such tasks.

    If the Product offering or Category fulfillment tasks defined in the decision table aren’t available, the system uses default flows to create fulfillment tasks. These default flows include the Service order trigger fulfillment AI agent, resource order trigger fulfillment AI agent, and Product order trigger fulfillment AI agent. They create fulfillment tasks for an order line item during the fulfillment process. For more information on configuring decision tables, see Decision tables.

    When a domain order is created, if a fulfillment process isn’t defined for that domain order specification category, a place order task is created. When this task is assigned to an agent, it triggers the order fulfillment AI agent for this domain order.

    To modify the order fulfillment AI agent, Duplicate an agentic workflow, and adjust the settings according to your requirements.

    The order fulfillment AI agent adds tasks apart from the generated tasks from Group Action Framework (GAF). To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications. The GAF and AI search are both used for order tasks.

    Role required: sn_somt_gen_ai.sales_and _order_fulfillment_ai_agent

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Order Fulfillment AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Order Fulfillment AI agent.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Testing the AI agent

    To access the use case testing page:
    • Navigate to All > AI Agent Studio > Testing.
    • On the Overview page, select Test use cases.