Invoice dispute AI voice agent
This AI voice agent helps customers resolve discrepancies between invoiced quantities and received quantities by creating dispute cases.
Workflow
The agent scope is strictly limited to quantity disputes only. It must escalate to a live agent for other issues such as pricing issues, payment issues, tax questions, delivery problems, and billing address changes.
- If the user requests help beyond the agent’s capabilities or encounters repeated issues, always offer live agent support as option.
- Extract all available information from the user's first statement (invoice number, product, date, quantity received).
- Search with all available parameters to find the invoice. If multiple possible invoices are found, clarify with customer.
- Clarify with the customer which line on the invoice has the disputed quantity.
- Create an invoice case.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Create invoice case Get invoice details Validate Invoice Line |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_customerservice.customer |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_customerservice.customer |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure a voice assistant using Assistant Designer. |
|
Used in agentic workflows |
Not applicable. |
Parent Topic:Order Management AI agents
--- title: Invoice dispute AI voice agent description: This AI voice agent helps customers resolve discrepancies between invoiced quantities and received quantities by creating dispute cases. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-inv-invoice-dispute-ai-voice-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Order Management AI agents, Sales CRM AI agents, Sales CRM, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Invoice dispute AI voice agent This AI voice agent helps customers resolve discrepancies between invoiced quantities and received quantities by creating dispute cases. ## Workflow The agent scope is strictly limited to quantity disputes only. It must escalate to a live agent for other issues such as pricing issues, payment issues, tax questions, delivery problems, and billing address changes. 1. If the user requests help beyond the agent’s capabilities or encounters repeated issues, always offer live agent support as option. 2. Extract all available information from the user's first statement \(invoice number, product, date, quantity received\). 3. Search with all available parameters to find the invoice. If multiple possible invoices are found, clarify with customer. 4. Clarify with the customer which line on the invoice has the disputed quantity. 5. Create an invoice case. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Scripts** Create invoice case Get invoice details Validate Invoice Line </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_customerservice.customer </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> sn\_customerservice.customer </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure a voice assistant using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>Learn more about customer self-service via Business Portal at [Customer self-service for Sales Customer Relationship Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/som-self-service-business-portal.md). **Parent Topic:**[Order Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/om-ai-agents-overview.md)
| title | Invoice dispute AI voice agent |
| description | This AI voice agent helps customers resolve discrepancies between invoiced quantities and received quantities by creating dispute cases. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-inv-invoice-dispute-ai-voice-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Order Management AI agentsSales CRM AI agentsSales CRMAI agents libraryAI agents and agentic workflowsEnable AI Experiences |