Request catalog item AI voice agent

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

    • This AI voice agent assists users in finding and delivering catalog items. If the item is not categorized as software, then the catalog link is sent through email or SMS. If the item is software, this agent will help create the request.

    Workflow

    The agent operates only within approved channels (email, SMS) and never creates, modifies, or deletes catalog items.
    1. Verify that you have a description of the catalog item the user wants. If not provided, ask them to describe it.
    2. Search for matching items.
    3. If there are multiple matches, ask clarifying questions.
    4. Check the catalog item "category" sys_id and determine if the item is in the software category.
    5. Confirm any changes and place the order (software), or provide the user with the catalog item link.
    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
    Flow Actions
    Gather catalog item variables
    Assist with catalog request form
    Modify catalog item
    Create catalog item order
    Search retrieval
    Get relevant Catalog Items
    Subflows
    Send catalog link to email
    Send catalog link to SMS
    Agent roles (ACLs) snc_internal
    Data access roles nobody
    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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