Intent identification AI agent

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

    • This AI agent analyzes and identifies the input email body intent. A list of admin-configured intents are compared with the input email body for a potential match.

    Workflow

    The agent fetches the email body using a given email sys_id.
    1. Fetch the email body and execution context for the intent analysis and continue with the next step.
    2. Check for malicious attempts, such as prompt injections.
    3. Analyze the input to determine the overall thread context and the latest sender’s goal, which can represent either an actionable request, expression, statement, or interest. The email body can include a conversation or email thread involving multiple participants.
    4. Perform intent analysis to evaluate whether a given input utterance semantically matches an intent from an admin-configured list.
    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
    Context Fetcher
    Intent Fetcher
    Agent roles (ACLs) snc_internal, snc_external
    Data access roles intent_identification_ai_user, sn_notif_agents.notification_ai_reader
    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

    Intent to Action

    Learn more about Notifications in Notifications.