Move order voice AI agent

  • Release version: Australia
  • Updated July 24, 2026
  • 1 minute to read

    • This Sales Customer Relationship Management voice agent helps users relocate a telecom service to a new address by validating the consumer, verifying serviceability at the target location, and creating a move order.

    Workflow

    1. Confirm the user wants to move a telecom service to a new address, and extract any details already mentioned (current location, product offering, new address).
    2. Verify the current user is a valid consumer in the system.
    3. Fetch the consumer's services at their current location for the specified product offering.
    4. Confirm the existing service location is valid.
    5. Check if the target address already exists for the consumer. Create it if it doesn't exist.
    6. Verify the product offering is available at the new location.
    7. Build the product offering list from the consumer's active services and create the move order with the current location, new location, and consumer details.
    8. Inform the user of the move order number on success, or that creation failed, and ask if they need further help.
    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 Serviceability
    Create Location For Consumer
    Create Move Order
    Fetch Consumer Location
    Fetch Consumer Service
    Validate Consumer
    Agent roles (ACLs) sn_customerservice.consumer
    Data access roles snc_internal, sn_customerservice_manager, sn_ind_tmt_orm.order_creator
    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 Sales Customer Relationship Management at Sales Customer Relationship Management.