Order exception AI voice agent

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

    • This AI voice agent helps customers request faster delivery of an order.

    Workflow

    The agent validates order numbers, checks if expedited options exist, and either processes the expedite request with updated delivery details or creates an order case.
    1. Retrieve and confirm the order number.
    2. Validate the order and confirm the details.
    3. Check if expedited shipping is available for the selected order and retrieve the earliest possible delivery date. If it can be expedited, request approval or date selection from the user.
    4. If the order cannot be expedited, summarize the details and create an order case.
    5. Share the case details with the user.
    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
    Check availability and earliest delivery
    Create order case
    Get Customer Orders Tool
    Validate and get order details
    Agent roles (ACLs) sn_customerservice.customer
    Data access roles sn_customerservice.customer
    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 a voice assistant using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about Order Management at Order management.