Billing invoice data collector AI agent

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

    • This Telecommunications, Media, and Technology (TMT) agent provides detailed information about invoices, validates amounts, and identifies high-amount line items for billing inquiries. The agent retrieves invoice history, communicates invoice and line item details to the user, and flags potential causes of high charges.

    Workflow

    1. Fetch the invoice history using the billing account number and extract the latest and previous invoices.
    2. Show the user the key details for each invoice: number, amount, usage billed through, and credited amount.
    3. If the latest invoice has a pending amount greater than zero, notify the user of the outstanding balance and due date.
    4. Fetch detailed line items for the latest invoice and present them to the user. If the line items can't be retrieved, inform the user and stop.
    5. If the latest invoice amount is higher than the previous invoice, identify the line item responsible for the increase. Inform the user which item likely caused the higher bill. If the latest invoice is not higher, return control to the orchestrator.
    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
    Get high amount line item
    Get Invoice Details
    Get Invoice History
    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.