ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent collection Order Fulfillment AI agent

Release version: Yokohama

Updated October 29, 2025

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Summary of Order Fulfillment AI agent in ServiceNow Otto for Sales Customer Relationship Management for Telecommunications

The Order Fulfillment AI agent in ServiceNow Otto for Sales Customer Relationship Management for Telecommunications automates the identification and creation of tasks required to fulfill domain orders. It leverages historical order data and large language models (LLMs) to generate accurate order tasks, helping streamline the order fulfillment process.

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Key Features

Task Generation Using Historical Data: The AI agent analyzes past similar orders to determine the necessary fulfillment tasks for the current domain order.
Fallback to LLM: If no relevant historical data is found, the agent uses a large language model to generate the required tasks.
Decision Table Integration: The agent references decision tables for Product offering or Category fulfillment tasks to create product, service, and resource fulfillment tasks. If decision tables do not provide tasks, default flows trigger the creation of necessary tasks.
Fallback Place Order Task: When no fulfillment process is defined for a domain order category, a default "place order" task is created which triggers the AI agent upon assignment.
Customization Capability: Customers can duplicate and modify the AI agent workflow to suit specific business requirements.
Integration with Group Action Framework (GAF): The AI agent supplements tasks generated by GAF, enhancing task coverage during order fulfillment.
Autonomous Triggering: The AI agent can be configured to trigger automatically by ensuring the “Active” button is enabled in the trigger form.

Key Outcomes

Reduced manual effort by automatically creating comprehensive fulfillment tasks based on historical and decision table data.
Improved order accuracy and task completeness through AI-driven task decomposition and fallback mechanisms.
Flexibility to adapt the AI agent workflows to unique customer needs, supporting customization and scalability.
Seamless activation and testing within the AI Agent Studio, allowing customers to validate AI task creation before deployment.

Access and Usage

To access the Order Fulfillment AI agent, navigate to All > AI Agent Studio > Create and manage and select the agent.
Ensure the AI agent trigger is active by turning on the “Active” button in the Edit trigger form to enable autonomous execution.
Test AI agent use cases via All > AI Agent Studio > Testing, selecting “Test use cases” on the Overview page.
The required role to operate this agent is snsomtgenai.salesandorderfulfillmentaiagent.

Use the Order Fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders.

Order Fulfillment AI agent overview

The Order Fulfillment AI agent uses historic order tasks to create the order tasks. If the historic data doesn't return any results, then an LLM is used to get the response. After decomposition, the Fulfillment AI Agent creates order tasks by checking historical and applicable tasks.

Based on the domain order, this agent retrieves a list of tasks that must be fulfilled. For each such domain order, it uses historical data from similar orders to find all such tasks.

If the Product offering or Category fulfillment tasks defined in the decision table aren’t available to create the fulfillment tasks for product, service, and resource, the default flow Service order Trigger Fulfillment AI Agent, Resource order Trigger Fulfillment AI Agent, and Product order Trigger Fulfillment AI Agent is considered to create the fulfillment tasks for an order line item during the fulfillment process. For more information on configuring decision tables, see Decision tables.

When a domain order is created, if a fulfillment process isn’t defined for that domain order specification category, a place order task is created. When this task is assigned to an agent, it triggers the Fulfillment AI Agent for this domain order.

To modify the Order Fulfillment AI agent, Duplicate an agentic workflow, and adjust the settings according to your requirements.

The Order Fulfillment AI agent adds tasks apart from the generated tasks from GAF. To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications. The GAF and AI search are both used for order tasks.

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 Fulfillment AI agent

To access the AI agent:

Navigate to All > AI Agent Studio > Create and manage.
Select 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.

Testing the AI agent

To access the use case testing page:

Navigate to All > AI Agent Studio > Testing.
On the Overview page, select Test use cases.