Invoice dispute AI voice agent

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

    • This AI voice agent helps customers resolve discrepancies between invoiced quantities and received quantities by creating dispute cases.

    Workflow

    The agent scope is strictly limited to quantity disputes only. It must escalate to a live agent for other issues such as pricing, billing, discounts, product quality, and damage complaints.
    1. If the user requests help beyond the agent’s capabilities or encounters repeated issues, always offer live agent support as option.
    2. Extract all available information from the user's first statement (invoice number, product, date, quantity received).
    3. Search with all available parameters to find the invoice. If multiple possible invoices are found, clarify with customer.
    4. Clarify with the customer which line on the invoice has the disputed quantity.
    5. Create an invoice case.
    6. End workflow.
    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 invoice case
    Get invoice details
    Validate Invoice Line
    Agent roles (ACLs) sn_customerservice.customer
    Data access roles sn_customerservice.customer
    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 Order Management at Order management.