Customer insight AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This agent is responsible for answering any questions related to the record. The information it can retrieve includes customer information (name, contact info, details, location, history, cases, and orders) and case information (next steps, actions, agent, notes, documents, tasks, and resolutions).

    Workflow

    The agent helps users complete tasks related to customer insight.
    1. Question analysis and requirements gathering.
    2. Question analysis validation: ensure that the customer has provided all relevant information.
    3. Use deep research to retrieve comprehensive data and insights.
    4. Generate a response for the customer and respond to follow-up questions.
    Table 1. Configuration
    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.
    Tools
    Script
    Deep Research
    Search retrieval
    Get relevant knowledge articles
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_customerservice_agent, sn_customerservice.consumer_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.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Provide customer 360 insights

    Learn more about Customer Service Management at Customer Service Management.