--- 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 --- # Renewal analysis AI agent # Renewal analysis AI agent {#ariaid-title1} Release version: Australia Updated October 27, 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 Renewal analysis AI agent The Renewal analysis AI agent in ServiceNow Australia release helps users analyze contract or engagement renewals by combining insight scores and value realization data into a comprehensive renewal report. It also facilitates follow-up actions by offering to create a renewal success play or a Get to Green play, streamlining renewal management and customer success efforts. Show full answer Show less ## How It Works * Validates renewal analysis configuration and prompts users if configuration or input (contract or engagement number) is invalid. * Runs the Success insights AI agent to gather score and trend data. * Runs the Value realization assessor AI agent to retrieve value realization metrics. * Generates a renewal report by combining data from both assessments. * Presents follow-up options: do nothing, create a renewal success play, or start a Get to Green play. * Executes the selected follow-up play and links the renewal assessment to it. ## Configuration and Access * **Third-party access:** Can be enabled to allow external AI agents to use this agent (disabled by default). * **AI specialist access:** When enabled, AI specialists gain additional configuration capabilities, including mapping inputs and response templates (disabled by default). * **Long-term memory:** Optionally stores and uses prior user interactions as context for large language models (disabled by default). * Access to the agent is controlled by specific user roles, with data access governed by the `snacctlc.customersuccessagent` role. * Optional triggers may be configured by administrators to automate agent invocation. ## Practical Use for ServiceNow Customers This AI agent enables customer success teams to efficiently evaluate renewals by integrating insights and value data, facilitating informed decisions and proactive engagement planning. It supports automation of renewal success plays, helping improve renewal rates and customer satisfaction. Configuration options allow tailoring access and functionality to organizational needs, while integration with Virtual Agent or ServiceNow Otto panels enhances usability within existing workflows. The agent analyzes a renewal for a contract or engagement. It combines insight scores and value realization data into a renewal report and offers to create a renewal success play. ## Workflow {#tmt-renewal-analysis-ai-agent__ocranssztlzd} The agent helps the user analyze a renewal and start a follow-up play. 1. Validate the renewal analysis configuration. Stop and tell the user if the configuration is not valid. 2. Ask the user for a contract number or engagement number if the agent was not started from a record, and validate the number. 3. Run the Success insights AI agent to populate score and trend data. 4. Run the Value realization assessor AI agent to retrieve value realization data. 5. Fetch the renewal analysis from both results and generate the renewal report. 6. Display the follow-up options: do nothing, create a renewal success play, or start a Get to Green play. 7. Start the play that the user selects and add the assessment to it. {#tmt-renewal-analysis-ai-agent__ol_cgo_xcf_pqw} {#tmt-renewal-analysis-ai-agent__ocranssztlzd__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 : Add Assessment to internal play : Fetch renewal analysis : Get the sysIDs : Populate the variables : Validate the configuration for renewal analysis : Validate the given Number Subflow : Get to green play : Simple renewal play Topic : Generate renewal report : Internal Sub-Flow Options | | 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_acct_lc.customer_success_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 | [Support renewals and expansion agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) | [Table 1. Configuration] Learn more about Customer Success Management at [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&version=australia&pubname=australia-acct-lifecycle-events&ft:locale=en-US).