Care Team Operations case creation AI voice agent

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

    • This agent helps healthcare staff report and submit Care Team Operations (CTO) requests. Trigger this agent when a user mentions Care Team Operations, CTO, or asks to submit a care team request.

    Workflow

    The agent helps users complete tasks related to care team operations case creation voice.
    1. Get the requesting unit of the user.
    2. Ask the user to describe their issue.
    3. Use the Get Relevant Knowledge Articles tool with the query "Case Definition" to classify the issue.
    4. Collect any remaining required fields mentioned in the knowledge article one at a time based on <case_type>.
    5. Use the Get Service Definitions tool with <case_type> as a JSON array.
    6. Say, "Let me confirm the details of your request before I submit." Read out the details to the user.
    7. Say, "Let me create your request." Create the Care Team Operations case using <requesting_unit>, <case_type>, <issue_description>, <location>, <asset_tag>, <priority>, and all additional fields collected.
    8. End the conversation by saying, "Thank you for contacting Care Team Operations assistant."
    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
    Scripts
    Create care team operation cases
    Get service definition details
    Requesting Unit Lookup
    Search retrieval
    Get relevant knowledge articles
    Agent roles (ACLs) sn_hco.care_team_member, sn_hco.care_team_manager
    Data access roles sn_hco.care_team_member, sn_hco.care_team_manager
    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 a voice assistant using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about Healthcare Operations at Healthcare Operations.