---
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


---

# Order exception AI voice agent

# Order exception AI voice agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This AI voice agent helps customers request faster delivery of an order.

## Workflow {#om-ord-order-exception-voice-ai-voice-agent__zsmdlwierhjt}

The agent validates order numbers, checks if expedited options exist, and either processes the expedite request with updated delivery details or creates an order case.

1. Retrieve and confirm the order number.
2. Validate the order and confirm the details.
3. Check if expedited shipping is available for the selected order and retrieve the earliest possible delivery date. If it can be expedited, request approval or date selection from the user.
4. If the order cannot be expedited, summarize the details and create an order case.
5. Share the case details with the user.
{#om-ord-order-exception-voice-ai-voice-agent__ol_hcp_qwx_njc}  
{#om-ord-order-exception-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 :   Check availability and earliest delivery :   Create order case :   Get Customer Orders Tool :   Validate and get order details |
| Allowed user roles The specific user roles that can access this AI agent. | sn_customerservice.customer |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_customerservice.customer |
| 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 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).