---
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


---

# Invoice dispute intake assistant AI agent

# Invoice dispute intake assistant AI 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 Invoice dispute intake assistant AI agent

The Invoice dispute intake assistant AI agent streamlines the process for requesters to identify the correct invoice, confirm dispute details, and submit disputes specifically related to quantity discrepancies.
It guides users through invoice identification, validation, and dispute submission, ensuring accuracy and ease.
Additionally, it analyzes user sentiment during interactions to tailor responses and escalate to live agents when necessary.
Show full answer Show less  

## Key Features

* **Sentiment Analysis:** Classifies user sentiment as Positive, Neutral, or Negative to adjust response tone and offer live agent escalation when appropriate.
* **Invoice Identification:** Checks the page URL for an invoice number or looks up associated invoices to clarify which invoice is disputed.
* **Dispute Validation:** Validates the invoice and identifies the specific invoice line item in dispute, capturing relevant dispute details.
* **Case Management:** Creates an invoice case for the dispute and offers resolution options. If the user selects a resolution, the case is resolved accordingly.
* **Configuration Options:**
  * Enable third-party or AI specialist access to the agent for broader usage and configuration.
  * Manage long-term memory to use previous interactions as context for improved conversation quality (disabled by default).
* **Tools and Scripts:** Includes scripts for creating invoice cases, fetching invoice details, resolving disputes, and validating invoice lines.
* **Access Control:** Restricted to specific user roles and data access roles related to customer service, accounts receivable, and invoice management to ensure secure and appropriate use.

## Practical Benefits for ServiceNow Customers

This AI agent enhances customer service efficiency by automating invoice dispute intake focused on quantity issues, reducing manual effort and errors. It improves user experience by providing guided, step-by-step assistance and adjusting communication based on emotional cues. The escalation to live agents ensures complex or unresolved issues receive timely human support. Customers can configure access and memory settings to tailor the agent's behavior to organizational needs.  
This AI agent helps requesters identify the correct invoice, confirm dispute details, and submit invoice disputes related to quantity issues. It guides users step by step through invoice identification, validation, and dispute
submission to ensure a smooth and accurate experience. The agent also analyzes the sentiment of the user throughout the conversation.

## Workflow {#om-inv-invoice-dispute-intake-assistant-ai-agent__zsmdlwierhjt}

By interpreting emotional cues related to invoice or order issues, the agent classifies sentiment as Positive, Neutral, or Negative, and uses this insight to adjust response tone and offer escalation to a live agent when appropriate. This agent can resolve quantity-related invoice disputes only.

1. If the user requests help beyond the agent's capabilities or encounters repeated issues, always offer live agent support as option.
2. Check the current page URL first to determine whether an invoice number is available. If not, look up associated invoices for the user and clarify with the user which invoice is being disputed.
3. Validate the invoice and determine which line of the invoice is in dispute.
4. Identify the issue and capture disputed details.
5. Create an invoice case.
6. Off resolution options to the user.
7. If the user chooses a resolution option, resolve the invoice case.
{#om-inv-invoice-dispute-intake-assistant-ai-agent__ol_hcp_qwx_njc}  
{#om-inv-invoice-dispute-intake-assistant-ai-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 invoice case :   Get invoice details :   Resolve invoice dispute :   Validate and confirm invoice dispute :   Validate Invoice Line Conversational topics :   Fetch the invoice number from the url and interaction id |
| Allowed user roles The specific user roles that can access this AI agent. | sn_customerservice.customer, sn_csm_invoice.agent, sn_otc.account_receivable_agent |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | invoice.exception.aia actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, dependency_views, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, knowledge, notify_view, now_assist_panel_user, personalize_form, platform_ml_read, prompt_library_user, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_case_line.characteristic_creator, sn_case_line.characteristic_delete, sn_case_line.characteristic_viewer, sn_case_line.characteristic_writer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_invoice.agent, sn_csm_invoice.creator, sn_csm_invoice.navigation_menu, sn_csm_invoice.viewer, sn_csm_invoice.writer, sn_csm_pricing.pricelist_viewer, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.order_viewer, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_ord_qual_mgmt.alternate_proposal_read, sn_otc.ar_invoice_viewer, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_udc.basic_read, sn_uib_collab.user, sn_workflow_studio.workflow_studio_read, survey_reader, task_editor, template_editor, template_read_global, view_changer, workspace_user |
| 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 an assistant for Virtual Agent or ServiceNow Otto panel 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 Order Management at [Order management](https://www.servicenow.com/docs/access?context=explore-order-management&version=australia&pubname=australia-order-management&ft:locale=en-US).