--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Care Team Operations case creation AI voice agent # Care Team Operations case creation AI voice agent {#ariaid-title1} Release version: Australia Updated August 14, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Care Team Operations case creation AI voice agent The Care Team Operations (CTO) case creation AI voice agent is designed to assist healthcare staff in efficiently reporting and submitting Care Team Operations requests through voice interactions. It activates when users mention Care Team Operations, CTO, or request to submit a care team request, streamlining the case creation process via guided conversation. Show full answer Show less ## Key Features * **Interactive Workflow:** The agent collects the requesting unit, listens to the user's issue description, and classifies the problem using relevant knowledge articles. * **Dynamic Data Collection:** It gathers any additional required fields based on the case type, using service definitions to ensure all necessary information is captured. * **Confirmation and Case Creation:** Before submission, the agent reads back the details for user confirmation, then creates the Care Team Operations case with collected data including unit, case type, issue description, location, asset tag, priority, and other fields. * **Configurable Access Controls:** Access can be controlled for third-party AI agents and AI specialists, enabling enhanced configuration and input mapping when allowed. * **Long-Term Memory Option:** An optional setting allows the agent to use previous interactions as context to improve responses, configurable via system properties. * **Role-Based Access:** Only users with specific roles (snhco.careteammember or snhco.careteammanager) can use the agent, ensuring secure and appropriate access. * **Integration with ServiceNow Tools:** Utilizes tools such as Create care team operation cases, Get service definition details, Requesting Unit Lookup, and Get relevant knowledge articles to support case creation. * **Voice Assistant Configuration:** Can be deployed using Assistant Designer for voice interaction. ## Practical Benefits for ServiceNow Customers * Enables healthcare staff to quickly and accurately create Care Team Operations cases via voice, reducing manual data entry and errors. * Improves case classification and data completeness by leveraging knowledge articles and service definitions dynamically. * Provides configurable permissions and memory options to tailor agent behavior to organizational needs and security requirements. * Supports seamless integration within ServiceNow's healthcare operations ecosystem, enhancing operational efficiency. This agent helps healthcare staff report and submit Care Team Operations (CTO) requests. Trigger this agent when a user mentions Care Team Operations, CTO, or asks to submit a care team request. ## Workflow {#cto-care-team-operations-case-creation-voice-ai-voice-agent__zsmdlwierhjt} The agent helps users complete tasks related to care team operations case creation voice. 1. Get the requesting unit of the user. 2. Ask the user to describe their issue. 3. Use the Get Relevant Knowledge Articles tool with the query "Case Definition" to classify the issue. 4. Collect any remaining required fields mentioned in the knowledge article one at a time based on \. 5. Use the Get Service Definitions tool with \ as a JSON array. 6. Say, "Let me confirm the details of your request before I submit." Read out the details to the user. 7. Say, "Let me create your request." Create the Care Team Operations case using \, \, \, \, \, \, and all additional fields collected. 8. End the conversation by saying, "Thank you for contacting Care Team Operations assistant." {#cto-care-team-operations-case-creation-voice-ai-voice-agent__ol_hcp_qwx_njc} {#cto-care-team-operations-case-creation-voice-ai-voice-agent__zsmdlwierhjt__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Create care team operation cases : Get service definition details : Requesting Unit Lookup Search retrieval : Get relevant knowledge articles | | Allowed user roles The specific user roles that can access this AI agent. | sn_hco.care_team_member, sn_hco.care_team_manager | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_hco.care_team_member, sn_hco.care_team_manager | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure a voice assistant using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Healthcare Operations at [Healthcare Operations](https://www.servicenow.com/docs/access?context=healthcare-operations-overview&version=australia&pubname=australia-healthcare-life-sciences&ft:locale=en-US).