--- 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 --- # Move order voice AI agent # Move order voice AI agent {#ariaid-title1} Release version: Australia Updated July 24, 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 Move order voice AI agent The Move order voice AI agent is designed for Sales Customer Relationship Management in ServiceNow, enabling users to relocate a telecom service to a new address using voice commands. It streamlines the relocation process by validating the consumer, verifying service availability at the new location, and creating a move order efficiently. Show full answer Show less ## Workflow * Confirm the user's intent to move a telecom service and extract relevant details such as current location, product offering, and new address. * Validate the consumer's identity within the system. * Retrieve the consumer's current services for the specified product offering and confirm the validity of the existing service location. * Check if the target address exists for the consumer and create it if necessary. * Verify that the product offering is available at the new address. * Generate a move order containing current location, new location, and consumer information. * Notify the user of the move order number on success or inform them if the creation failed, then offer further assistance. ## Configuration and Access * **Third-party Access:** Disabled by default; can be enabled to allow external AI agents to use this agent. * **AI Specialist Access:** Disabled by default; enabling this grants AI specialists additional configuration options such as mapping inputs and response templates. * **Long-term Memory:** Disabled by default; when enabled, previous user interactions provide context for the AI agent's language model. * **User Roles:** Access is restricted to users with the `sncustomerservice.consumer` role. * **Data Access Roles:** The AI agent operates with specific data roles including `sncinternal`, `sncustomerservicemanager`, and `snindtmtorm.ordercreator` to control data visibility and actions. * **Tools Used:** Includes scripts for checking serviceability, creating consumer locations, generating move orders, and validating consumers. * **Triggers:** None defined by default but can be added by administrators. * **Channels:** Can be integrated with voice assistants configured via Assistant Designer. ## Practical Benefits for ServiceNow Customers This AI agent automates telecom service relocations, reducing manual effort and errors by guiding users through verification and move order creation via voice interactions. It ensures data accuracy by validating consumers and serviceability, improving customer experience and operational efficiency. Configuration options allow tailoring access and behavior to organizational needs, supporting secure and scalable deployment. 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 {#som-move-order-voice-ai-voice-agent__zsmdlwierhjt} 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. {#som-move-order-voice-ai-voice-agent__ol_fdh_swd_1kc} {#som-move-order-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 Serviceability : Create Location For Consumer : Create Move Order : Fetch Consumer Location : Fetch Consumer Service : Validate Consumer | | Allowed user roles The specific user roles that can access this AI agent. | sn_customerservice.consumer | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | 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](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 Sales Customer Relationship Management at [Sales Customer Relationship Management](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=australia&pubname=australia-order-management&ft:locale=en-US).