---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Agentic AI application for quote generation

# Agentic AI application for quote generation {#ariaid-title1}

Release version: Australia  
Updated August 4, 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 Agentic AI application for quote generation

The Quote AI Agent, part of ServiceNow Otto for CPQ, streamlines the quote creation process by interpreting sales representatives' intent and automating tasks such as retrieving opportunity and contract data, product configuration, pricing and discount application, quote document generation, and client email drafting.
It uses an orchestrator to coordinate seven specialized agents, reducing manual repetitive work and enabling multiple actions through a single prompt.
Show full answer Show less  
Sales representatives retain control by reviewing and approving each step before the agent proceeds. It is important to carefully review all agent-generated quotes to ensure accuracy and deal complexity are properly reflected.

## Key Features

* **Two operational modes:**
  * **Autonomous mode:** The agent completes all tasks---context retrieval, product addition, configuration, discounting, and document generation---without pausing, suitable for well-defined, low-risk requests.
  * **Human-in-the-loop mode:** The agent pauses at key decision points (e.g., discount approvals, ambiguous product configurations, final document generation) to seek sales representative confirmation or adjustments.
* **Opportunity context integration:** Retrieves customer needs, product interests, and commercial terms from the opportunity using the Opportunity Summarization skill if available; otherwise, it directly retrieves opportunity fields to maintain functionality without AI inference.
* **Product configuration:** Supports configurable products by initiating configuration sessions, applying input values, and retaining full configuration lineage for future reconfiguration.
* **Discount application:** Applies discounts at both header (overall quote) and line item levels, supporting percentage or absolute values, explicit or implicit derivation from context, and automatically triggers approval workflows when thresholds are exceeded.

## What Customers Can Expect

By leveraging this Agentic AI application, ServiceNow customers can expect a significant reduction in manual effort and time required to generate accurate, context-aware quotes. The agent's orchestration of multiple tasks into a seamless workflow improves efficiency while maintaining necessary oversight through configurable approval points. This enables sales teams to focus on higher-value activities while ensuring quotes are aligned with opportunity data and organizational approval policies.  
The Quote AI Agent is part of ServiceNow Otto for CPQ that interprets sales representative intent, retrieves opportunity and contract data, configures products, applies pricing and discounts, generates quote documents, and drafts client emails. Sales
representatives review and approve each step before the agent proceeds. The Quote AI Agent uses an orchestrator that coordinates seven specialized agents.
The agent compresses the quote-building lifecycle by handling repetitive, deterministic work autonomously. A single prompt can drive multiple actions in one turn---for example, adding several products,
configuring one of them, and applying a discount---without requiring the sales representative to issue each action separately.{#agentic-ai-app-quote-generation__quote-ai-agent-overview-p2}  
Note:  
The Quote AI Agent uses AI to interpret intent and retrieve context. Outputs may not reflect the full complexity of a deal. Review all agent-generated quotes before sharing them with customers.

The Quote AI Agent operates in two modes:

Autonomous
:   The agent completes the full sequence---opportunity context retrieval, product addition, configuration, discounting, and document generation---without pausing for confirmation. Use this mode for well-scoped, low-risk requests.

Human-in-the-loop
:   The agent pauses at predefined decision points and asks the sales representative to confirm or adjust before continuing. Decision points include applying a discount that exceeds a threshold, adding a product with ambiguous
    configuration, and generating the final quote document.

When creating a quote from an opportunity, the agent retrieves relevant opportunity context---including customer needs, products of interest, and expected commercial terms---to ground the quote in the opportunity data. This context
retrieval uses the Opportunity Summarization skill when it's installed and entitled on the instance. When that skill isn't available, the agent retrieves opportunity fields directly and constructs a structured context object without AI
inference, so the agent remains functional regardless of entitlement.

For configurable products, the agent starts a configuration session, applies your inputs as configuration field values, and reads back the resulting bill of materials. The configured product is added to the quote with full
configuration lineage retained, so you can reconfigure it later.

The agent applies discounts at two levels:

* **Header level**: A discount applied to the overall quote.
* **Line level**: A discount applied to a specific line item.

{#agentic-ai-app-quote-generation__ul_sjb_ypf_kjc}

Discounts can be in percentage or absolute terms. They can be explicit where you state the amount directly, or implicit where the agent derives the discount from context such as a previously negotiated rate. The agent surfaces the
applied discounts back to you as part of its response. When a discount exceeds the approval threshold, the agent notifies you and starts the approval workflow automatically.
* **../task/configure-quote-ai-agent.html**