--- 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 --- # Customer interaction context gatherer AI agent # Customer interaction context gatherer AI agent {#ariaid-title1} Release version: Australia Updated October 22, 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 Customer interaction context gatherer AI agent The Customer interaction context gatherer AI agent is designed to assist customer service representatives by retrieving and presenting detailed context about a customer interaction. This includes information about the account, contact, category, status, and the sold product related to the interaction. It specifically supports troubleshooting voice quality issues by providing relevant interaction details efficiently. Show full answer Show less ## How the Agent Works * Collects the interaction number and any specific request details from the user. * Retrieves interaction details and requests confirmation if no matching details are found. * Identifies the sold product from the interaction's short description, which may include subscriber ID, phone number, or service/plan name. * Prompts the user to select the correct sold product if multiple possibilities exist. * Displays key information such as interaction number, date opened, short description, category/subcategory, status, associated account, contact name and phone, and sold product. ## Configuration and Access Controls * **Third-party access:** Can be enabled to allow external AI agents to use this agent (default is off). * **AI specialist access:** Enables AI specialists to access advanced configuration options for mapping inputs and outputs (default is off). * **Long-term memory:** When enabled, previous user interactions are included as context for the AI (default is off). * **User roles:** Access is controlled by user roles, notably the *sncustomerserviceagent* role governs data access and permitted actions. ## Practical Use for ServiceNow Customers This AI agent streamlines the process for customer service representatives by automatically gathering and displaying all relevant context for a customer interaction. It helps reduce time spent searching for details and improves troubleshooting accuracy for voice quality and other customer issues. The agent can be integrated into Virtual Agent or ServiceNow Otto panels for seamless use within the ServiceNow platform. Administrators can customize the agent's triggers and access based on organizational needs, enhancing flexibility and security. This tool supports workflows such as customer voice quality issue resolution and aligns with broader Customer Service Problem Management practices. The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues. ## Workflow {#tmt-customer-interaction-context-gatherer-ai-agent__jbgxzimweair} The agent gathers the context for a customer interaction and displays it to the customer service representative. 1. Collect the interaction number and any specific request details for the interaction. 2. Retrieve the interaction details, and ask the user to confirm the interaction number when no details are found. 3. Identify the sold product from the short description of the interaction, which can be a subscriber ID, a phone number, or a named service or plan. 4. Ask the user to pick the correct sold product when the short description holds more than one possible value. 5. Display the interaction number, date opened, short description, category and subcategory, status, associated account, contact name, contact phone, and sold product. {#tmt-customer-interaction-context-gatherer-ai-agent__ol_jzz_gni_sir} {#tmt-customer-interaction-context-gatherer-ai-agent__jbgxzimweair__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 | Script : Get details of customer interaction | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | 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_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](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 | Customer voice quality issue resolution | [Table 1. Configuration] Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US).