---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Billing account information collector AI agent

# Billing account information collector AI agent {#ariaid-title1}

Release version: Brazil  
Updated October 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The agent retrieves the details of a billing inquiry case and uses the account number on the case to look up the matching billing account. It returns the billing account number, master plan instance number, and master plan
instance description. Other AI agents use this agent to obtain billing account information.

## Workflow {#tmt-billing-account-information-collector-ai-agent__ktppbjzwwouz}

The agent collects the billing account information for a billing inquiry case and returns it to the orchestrator.

1. Retrieve the details of the billing inquiry case provided by the orchestrator.
2. Extract the case account number and the account name from the case details.
3. Look up the billing account details by using the case account number.
4. Extract the billing account number, master plan instance number, and master plan instance description from the billing account details.
5. Return the collected values to the orchestrator.
{#tmt-billing-account-information-collector-ai-agent__ol_dkr_yff_nag}  
{#tmt-billing-account-information-collector-ai-agent__ktppbjzwwouz__entry__2}

| 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](https://www.servicenow.com/docs/sa1bdHN6FqAGJmyqCFbo6w "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Flow Action :   Fetch Current Billing Inquiry Case Details Script :   Fetch Billing Account Details |
| Allowed user roles The specific user roles that can access this AI agent. | Not defined. |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | 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](https://www.servicenow.com/docs/TTPcY_6jqFaCPLWj8oH1fQ "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Help remediate bill issues |
[Table 1. Configuration]

Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=brazil&pubname=brazil-telecom-media-technology&ft:locale=en-US).