Invoice dispute intake assistant AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 2 minutes to read

    • This AI agent helps requesters identify the correct invoice, confirm dispute details, and submit invoice disputes related to quantity issues. It guides users step by step through invoice identification, validation, and dispute submission to ensure a smooth and accurate experience. The agent also analyzes the sentiment of the user throughout the conversation.

    Workflow

    By interpreting emotional cues related to invoice or order issues, the agent classifies sentiment as Positive, Neutral, or Negative, and uses this insight to adjust response tone and offer escalation to a live agent when appropriate. This agent can resolve quantity-related invoice disputes only.
    1. If the user requests help beyond the agent’s capabilities or encounters repeated issues, always offer live agent support as option.
    2. Check the current page URL first to determine whether an invoice number is available. If not, look up associated invoices for the user and clarify with the user which invoice is being disputed.
    3. Validate the invoice and determine which line of the invoice is in dispute.
    4. Identify the issue and capture disputed details.
    5. Create an invoice case.
    6. Off resolution options to the user.
    7. If the user chooses a resolution option, resolve the invoice case.
    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
    Resolve invoice dispute
    Validate and confirm invoice dispute
    Validate Invoice Line
    Conversational topics
    Fetch the invoice number from the url and interaction id
    Agent roles (ACLs) sn_customerservice.customer, sn_csm_invoice.agent, sn_otc.account_receivable_agent
    Data access roles

    invoice.exception.aia

    actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, dependency_views, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, knowledge, notify_view, now_assist_panel_user, personalize_form, platform_ml_read, prompt_library_user, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_case_line.characteristic_creator, sn_case_line.characteristic_delete, sn_case_line.characteristic_viewer, sn_case_line.characteristic_writer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_invoice.agent, sn_csm_invoice.creator, sn_csm_invoice.navigation_menu, sn_csm_invoice.viewer, sn_csm_invoice.writer, sn_csm_pricing.pricelist_viewer, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.order_viewer, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_ord_qual_mgmt.alternate_proposal_read, sn_otc.ar_invoice_viewer, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_udc.basic_read, sn_uib_collab.user, sn_workflow_studio.workflow_studio_read, survey_reader, task_editor, template_editor, template_read_global, view_changer, workspace_user
    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

    Not applicable.

    Learn more about Order Management at Order management.