Password reset AI voice agent

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

    • This AI voice agent helps users reset their password during phone-based interactions.

    Workflow

    The agent sends a password reset link through email or SMS to ensure a successful reset.
    1. Verify the name of the password reset application. If not provided, ask the user to describe or name the application.
    2. Call the application search tool with the provided name to retrieve possible matches.
    3. If the tool returns multiple matches, ask clarifying questions.
    4. Confirm the selected application and explicitly ask for the delivery method (email address, phone number, or reading out a URL).
    5. Send or read out the password reset link based on the confirmed method.
    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
    Search retrievals
    Get relevant knowledge articles
    Subflows
    Send password reset link to email
    Send password reset link to SMS
    Agent roles (ACLs) snc_internal
    Data access roles public
    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.

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