Invoice dispute support assistant AI agent

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

    • This agent helps users efficiently identify, review, and answer questions related to invoice disputes. It validates information, maintains data integrity, and answers questions regarding the invoice case.

    Workflow

    The agent can offer assistance to the user for resolving or closing invoice disputes and fetching similar invoice cases to help with invoice case resolution.
    1. Identify and confirm the invoice number with the customer.
    2. Use the Validate invoice case and fetch invoice tool to validate the invoice case number.
    3. Provide the user with a list of options, such as viewing invoice details, find similar invoice cases, and closing the case.
    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
    Scripts
    Close invoice dispute
    Fetch similar invoice cases
    Validate invoice case and fetch invoice
    Validate invoice dispute
    Conversational topic
    Fetch invoice case number and interaction id
    Agent roles (ACLs) sn_otc.account_receivable_agent, sn_csm_invoice.agent
    Data access roles sn_otc.account_receivable_agent, sn_csm_invoice.agent
    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

    Invoice Dispute Assist

    Learn more about Order Management at Order management.