---
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


---

# Customer interaction context gatherer AI agent

# Customer interaction context gatherer AI agent {#ariaid-title1}

Release version: Brazil  
Updated October 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues.

## Workflow {#tmt-customer-interaction-context-gatherer-ai-agent__jbgxzimweair}

The agent gathers the context for a customer interaction and displays it to the customer service representative.

1. Collect the interaction number and any specific request details for the interaction.
2. Retrieve the interaction details, and ask the user to confirm the interaction number when no details are found.
3. Identify the sold product from the short description of the interaction, which can be a subscriber ID, a phone number, or a named service or plan.
4. Ask the user to pick the correct sold product when the short description holds more than one possible value.
5. Display the interaction number, date opened, short description, category and subcategory, status, associated account, contact name, contact phone, and sold product.
{#tmt-customer-interaction-context-gatherer-ai-agent__ol_jzz_gni_sir}  
{#tmt-customer-interaction-context-gatherer-ai-agent__jbgxzimweair__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 | Script :   Get details of customer interaction |
| 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_customerservice_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 | Customer voice quality issue resolution |
[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).