Duplicate identification AI agent

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

    • The duplicate identification AI agent identifies duplicate records.

    Workflow

    The agent helps users complete tasks related to duplicate case records.
    1. Get similar cases.
    2. Identify duplicate cases.
    3. Verify if a duplicate case has been found.
    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
    Search retrieval
    Get Similar Cases
    Script
    Identify Duplicate Case
    Link to duplicate case and close source record
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_esm_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

    Not applicable.

    Learn more about Customer Service Management at Customer Service Management.