Agentic AI application for quote generation

  • Release version: Australia
  • Updated August 4, 2026
  • 2 minutes to read
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    Summary of Agentic AI application for quote generation

    The Quote AI Agent, part of ServiceNow Otto for CPQ, streamlines the sales quoting process by interpreting sales representatives' intent to manage opportunities, configure products, apply pricing and discounts, generate quote documents, and draft client emails. It automates repetitive tasks while allowing sales reps to review and approve each step, ensuring accuracy and control.

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    Key Features

    • Orchestrated Multi-Agent System: Coordinates seven specialized agents to handle various parts of the quote-building lifecycle autonomously, enabling complex multi-action prompts such as adding multiple products, configuring items, and applying discounts in a single interaction.
    • Two Operational Modes:
      • Autonomous Mode: Executes the entire quote generation sequence without pausing, suitable for well-defined, low-risk scenarios.
      • Human-in-the-loop Mode: Pauses at key decision points (e.g., when discounts exceed thresholds or product configurations are ambiguous) to request sales representative confirmation or adjustments, enhancing control over critical actions.
    • Opportunity Context Retrieval: Uses the Opportunity Summarization skill (if installed) or direct field retrieval to ground quotes in accurate customer and deal data, maintaining functionality regardless of entitlement.
    • Product Configuration Management: Initiates configuration sessions for configurable products, applies sales rep inputs, tracks bill of materials, and retains full configuration lineage for subsequent reconfiguration.
    • Flexible Discount Application: Supports header-level (entire quote) and line-level (specific items) discounts in percentage or absolute terms, either explicitly stated or implicitly derived from context such as negotiated rates.
    • Automated Approval Workflow: When discounts exceed predefined approval thresholds, the agent notifies the sales rep and triggers the approval process automatically to maintain compliance.

    Practical Benefits for ServiceNow Customers

    • Accelerates quote generation by automating repetitive and deterministic tasks while preserving sales rep oversight.
    • Enables complex quote actions through simple, consolidated prompts, reducing interaction steps and increasing efficiency.
    • Maintains accuracy and alignment with opportunity data, enhancing quote relevance and reducing errors.
    • Provides configurable control through operational modes, allowing customers to balance automation with necessary human validation.
    • Ensures compliance with discount policies via automatic approval workflows, minimizing risk in pricing decisions.

    The Quote AI Agent is part of ServiceNow Otto for CPQ that interprets sales representative intent, retrieves opportunity and contract data, configures products, applies pricing and discounts, generates quote documents, and drafts client emails. Sales representatives review and approve each step before the agent proceeds. The Quote AI Agent uses an orchestrator that coordinates seven specialized agents.

    The agent compresses the quote-building lifecycle by handling repetitive, deterministic work autonomously. A single prompt can drive multiple actions in one turn—for example, adding several products, configuring one of them, and applying a discount—without requiring the sales representative to issue each action separately.

    Note:
    The Quote AI Agent uses AI to interpret intent and retrieve context. Outputs may not reflect the full complexity of a deal. Review all agent-generated quotes before sharing them with customers.

    The Quote AI Agent operates in two modes:

    Autonomous
    The agent completes the full sequence—opportunity context retrieval, product addition, configuration, discounting, and document generation—without pausing for confirmation. Use this mode for well-scoped, low-risk requests.
    Human-in-the-loop
    The agent pauses at predefined decision points and asks the sales representative to confirm or adjust before continuing. Decision points include applying a discount that exceeds a threshold, adding a product with ambiguous configuration, and generating the final quote document.

    When creating a quote from an opportunity, the agent retrieves relevant opportunity context—including customer needs, products of interest, and expected commercial terms—to ground the quote in the opportunity data. This context retrieval uses the Opportunity Summarization skill when it's installed and entitled on the instance. When that skill isn't available, the agent retrieves opportunity fields directly and constructs a structured context object without AI inference, so the agent remains functional regardless of entitlement.

    For configurable products, the agent starts a configuration session, applies your inputs as configuration field values, and reads back the resulting bill of materials. The configured product is added to the quote with full configuration lineage retained, so you can reconfigure it later.

    The agent applies discounts at two levels:

    • Header level: A discount applied to the overall quote.
    • Line level: A discount applied to a specific line item.

    Discounts can be in percentage or absolute terms. They can be explicit where you state the amount directly, or implicit where the agent derives the discount from context such as a previously negotiated rate. The agent surfaces the applied discounts back to you as part of its response. When a discount exceeds the approval threshold, the agent notifies you and starts the approval workflow automatically.