Inquiry resolution provider AI agent

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

    • Use the Inquiry resolution provider AI agent to process high volume repetitive invoice inquiries across multiple channels to significantly reduce the workload of human agents.

    AI agents

    The following table lists the agents that are used in the APO.

    Table 1. AI agents used
    AI agent AI agent role
    Inquiry resolution provider Analyzes the inquiry case record that is based on the invoice details and related data. It suggests the resolution details to agents autonomously and updates the invoice case record with the suggested resolution.

    Tools mapped to the Inquiry resolution provider AI agent

    Table 2. Tools used in the Inquiry resolution provider AI agent
    Tool type Execution mode Name Description
    Scripts Autonomous Invoice Inquiry resolution generator and case update Collects data from invoice, invoice lines, invoice tax lines, exceptions, purchase order, and purchase order line tables. Generates a resolution for an inquiry case and updates the case record. If no invoice is provided as input, collects information from the knowledge base article configured in system properties.
    Scripts Autonomous Close the case Closes the case if the user responds positively.