Procurement inquiry analysis AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This Sourcing and Procurement Operations agent is an educational assistant for procurement and sourcing terminology questions. The agent scans policy manuals and help articles to deliver plain-language explanations of purchase orders, requisitions, sourcing requests, and procurement cases. It can connect users to a live agent if knowledge articles don't have sufficient information.

    Workflow

    1. When the user asks about policies, requisitions, sourcing processes, or supplier eligibility, search for relevant knowledge articles and present the information with a link to the source article.
    2. If no knowledge article answers the question, try connecting to a live agent. If no live agent is available, redirect to the Employee Center as a last resort.
    3. Ask if the user has additional questions and continue or exit accordingly.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Conversational topic
    Connect to Live Agent
    Script
    Redirect to Employee Center
    Search Revtieval
    Get relevant knowledge articles
    Agent roles (ACLs) sn_spend_gen_ai.now_assist_requester
    Data access roles sn_spend_gen_ai.now_assist_requester, sn_shop.shopper, sn_spend_psd.requestor
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Help fulfill procurement requests

    Learn more about Sourcing and Procurement Operations at Sourcing and Procurement Operations.