---
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


---

# Order enrichment AI agent

# ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection order enrichment AI agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the order enrichment AI agent to collect customer order information, identify if the order needs enrichment, and create enrichment tasks.

## Order enrichment AI agent overview {#order-enrichment-agent-somt__section_l3z_bqb_dhc}

The order enrichment AI agent creates a task and triggers the order fulfillment AI agent on its completion. On closure of the enrichment task, the order fulfillment agent is invoked.

For each top order line Item (OLI) and its child OLIs, the order enrichment agent uses historical data from similar orders to determine which enrichment tasks are required.

To activate the Group Action Framework (GAF), see [Activate Group Action Framework for ServiceNow Otto for Sales CRM for Telecommunications](https://www.servicenow.com/docs/eeIvkt4xTMUzjK_cV39y1g "Activate the Group Action Framework (GAF) to enable Now Assist AI agents to collect information about the related records across your instance.").

If needed, the outcome of the order tasks can be modified by the agent.

When an OLI is created, if an enrichment process isn't defined for that order line specification, a place order task is created. When this task is assigned to an agent, it triggers the order enrichment AI agent for this order line
item.

If the specification enrichment tasks defined in the decision table aren't available, the default flow trigger enrichment AI agent is triggered. This agent creates the enrichment tasks for an order line item
during the enrichment process. To configure the order enrichment flows using Decision Tables, see [Configure order enrichment flows using Decision Tables](https://www.servicenow.com/docs/access?context=configure-order-enrichment&version=australia&pubname=australia-order-management&ft:locale=en-US).

To modify the order enrichment AI agent, [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.

Role required: sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent  
Important:  
In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

## Order Enrichment AI agent {#order-enrichment-agent-somt__section_o14_sgg_hhc}

To access the AI agent:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Order Enrichment AI agent.
{#order-enrichment-agent-somt__ol_xln_bzf_m2c}

## Testing the AI agent {#order-enrichment-agent-somt__section_mp2_nmd_dhc}

To access the use case testing page:

* Navigate to AllAI Agent StudioTesting.
* On the Overview page, select Test use cases.
{#order-enrichment-agent-somt__ul_hpf_kgg_hhc}

To test the use case, 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).

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