Case status AI voice agent

This AI agent helps users quickly retrieve and understand the status of their cases through a conversational voice interface.

Workflow

The agent helps users complete tasks related to case status voice agent.

1. Welcome and greeting.
2. Request case number.
3. Confirm case details.
4. Retrieve case information.
5. Generate case summary.
6. Handle follow-up questions.
7. Confirm completion and end the call.

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	Script Get case details using number and fields
Agent roles (ACLs)	sn_customerservice.customer, sn_customerservice.consumer
Data access roles	snc_internal, snc_external
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 Customer Service Management at Customer Service Management.