Billing account information collector AI agent

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

    • This Telecommunications, Media, and Technology (TMT) agent retrieves billing case and account details and communicates them to the user in a structured format.

    Workflow

    1. Fetch the billing inquiry case information using the case number already provided by the user.
    2. Pull the case account number and account name from the case details, then present them to the user.
    3. Fetch the billing account details using the case account information. If the billing account can't be found, ask the user to correct the case account number and retry.
    4. Show the billing account details to the user.
    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
    Script
    Fetch Billing Account Details
    Flow Action
    Fetch Current Billing Inquiry Case Details
    Agent roles (ACLs) sn_tmt_agentic_ai.telco_billing_inquiry_case_agent
    Data access roles sn_tmt_agentic_ai.telco_billing_inquiry_case_agent
    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

    Not defined.
    Used in agentic workflows Help remediate bill issues

    Learn more about Supplier Lifecycle Operations at Supplier Lifecycle Operations.