---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Help remediate bill issues

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) help remediate bill issues agentic workflow {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Help Remediate Bill Issues Agentic Workflow

The Help remediate bill issues agentic workflow in ServiceNow Otto for TMT enables automated handling of billing inquiry case requests.
It uses AI agents to retrieve account and invoice details, analyze billing data to identify causes of high usage, and recommend better service plans tailored to customer usage patterns.
This workflow supports customer service agents in resolving billing issues efficiently and improving customer satisfaction.
Show full answer Show less  

## Key Features

* **AI-Powered Case Handling:** AI agents collect billing account information, invoice data, and generate service plan recommendations.
* **Plan Recommendations:** The workflow suggests optimized plans based on usage analysis and can notify customers via email.
* **Role-Based Access:** Requires the `sntmtagenticai.telcobillinginquirycaseagent` role, with role masking configured to control access securely.
* **Customizable Workflow:** Customers can duplicate and modify the workflow to fit specific business needs, ensuring flexibility.
* **Integration Dependencies:** Relies on Case Management for Invoice Operations and supports configuration of external system connectors through spoke selectors.
* **Testing Capabilities:** Provides tools within AI Agent Studio to manually test and validate use case executions before deployment.

## AI Agents Involved

* **Billing Account Information Collector:** Retrieves billing inquiry case and account details using account numbers.
* **Billing Invoice Data Collector:** Gathers detailed invoice history and billing data to support analysis.
* **Recommended Plans Agent:** Generates, presents, and confirms service plan recommendations and triggers email notifications to customers.

## Practical Benefits for ServiceNow Customers

* Automates and accelerates resolution of billing inquiries, reducing manual effort and errors.
* Enhances customer experience by providing personalized plan recommendations backed by data analysis.
* Supports secure and controlled access to sensitive billing information through role masking.
* Enables customization and integration with existing Case Management and external systems for seamless operations.
* Offers testing tools to ensure workflows function as expected before full implementation.  
Use the Help remediate bill issues agentic workflow to handle the billing inquiry case requests and recommend better plans based on the customer usage.

## Help remediate bill issues agentic workflow overview {#billissue-remediation-usecase__section_czx_tfx_r2c}

The Help remediate bill issue agentic workflow uses a team of AI agents that support the resolution of customer issues. It can handle task requests to retrieve the account details, current invoices, and past invoices. It analyzes
the data to identify reasons for high bill usage and recommends better plans based on customer usage patterns.

Role required: sn_tmt_agentic_ai.telco_billing_inquiry_case_agent

To modify the Help remediate bill issues agentic workflow, [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements.  
Important:  
In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

## Role masking {#billissue-remediation-usecase__section_wrj_tzk_jhc}

Required role: sn_tmt_agentic_ai.telco_billing_inquiry_case_agent

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Help remediate bill issues agentic workflow {#billissue-remediation-usecase__section_d22_2gx_r2c}

To access the use case:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Help remediate bill issues.
{#billissue-remediation-usecase__ol_v1w_kt4_y2c}

To create a new use case, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Application dependency {#billissue-remediation-usecase__section_ayc_ttw_z2c}

The Help remediate bill issues agentic workflow has the following dependencies:

* Case Management for Invoice operations (com.sn_csm_invoice)
* Product offering recommendations
{#billissue-remediation-usecase__ul_y42_d5w_z2c}

To configure the spoke selector, see [Configure the spoke selector for external systems](https://www.servicenow.com/docs/u6pQRNlbT3o11vjMIgOGSA "Configure the spoke selector for Aria to enable the configuration and execution of billing requests.").

## Testing the agentic workflow {#billissue-remediation-usecase__section_m2z_mgx_r2c}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Test use cases.
{#billissue-remediation-usecase__ol_wbn_n4h_l2c}

To test the agentic workflow, see [Manually test the execution of an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## AI agents used in the Help remediate bill issues agentic workflow {#billissue-remediation-usecase__section_xtk_chx_r2c}

The following AI agents are used to execute the instructions for the agentic workflow.

To create an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
{#billissue-remediation-usecase__table_kw1_skx_r2c__entry__2}

| AI agent | AI agent role |
|-|-|
| Billing account information collector AI agent | This AI agent is designed to handle billing inquiries by following a structured approach. It retrieves the billing inquiry case details and obtains the billing account details using the account number. The agent is intended for use by ServiceNow agents for getting the billing account number. |
| Recommended plans AI agent | This AI agent is designed to facilitate the generation and confirmation of service plan recommendations through a structured approach. It follows these instructions: 1. Generates a recommended plan. 2. Shows the recommended plan to the user for confirmation. 3. Verifies whether an email is associated with the customer account. 4. Triggers the email notification agent to send the recommended plan details to the user. {#billissue-remediation-usecase__ol_qrr_sv4_y2c} |
| Billing invoice data collector AI agent | This AI agent collects the billing invoice data like account details, invoice history, and invoice details. |
[ ]

{#billissue-remediation-usecase__table_kw1_skx_r2c}

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