Configuring the Manage Invoice Operations application

Business-to-business (B2B) customers can submit invoice cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CSM/FSM Configurable Workspace to resolve invoice cases.

Before you can use the AI agents for managing order operations agent in the Business Portal:

• Configure AI-assisted invoice dispute intake on the Business Portal
• Configure the invoice quantity validation extension point
• Configure the invoice dispute resolution extension point
• Make the invoice dispute assist workflow available in the ServiceNow Otto panel

Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.