Invoice dispute support assistant AI agent
This agent helps users efficiently identify, review, and answer questions related to invoice disputes. It validates information, maintains data integrity, and answers questions regarding the invoice case.
Workflow
The agent can offer assistance to the user for resolving or closing invoice disputes and fetching similar invoice cases to help with invoice case resolution.
- Identify and confirm the invoice number with the customer.
- Use the Validate invoice case and fetch invoice tool to validate the invoice case number.
- Provide the user with a list of options. These include finding similar cases, viewing invoice details, validating the invoice dispute, or closing the case. When closing the case, the user can issue a credit note for the missing quantity, place an order for the remaining quantity, or close the case as an invalid dispute.
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Field |
Description |
|---|---|
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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 |
Close invoice dispute Fetch similar invoice cases Validate invoice case and fetch invoice Validate invoice dispute
Fetch invoice case number and interaction id |
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Allowed user roles The specific user roles that can access this AI agent. |
sn_otc.account_receivable_agent, sn_csm_invoice.agent |
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Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_otc.account_receivable_agent, sn_csm_invoice.agent |
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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 an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Invoice Dispute Assist |
Parent Topic:Order Management AI agents
--- title: Invoice dispute support assistant AI agent description: This agent helps users efficiently identify, review, and answer questions related to invoice disputes. It validates information, maintains data integrity, and answers questions regarding the invoice case. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-inv-invoice-dispute-support-assistant-ai-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 support assistant AI agent This agent helps users efficiently identify, review, and answer questions related to invoice disputes. It validates information, maintains data integrity, and answers questions regarding the invoice case. ## Workflow The agent can offer assistance to the user for resolving or closing invoice disputes and fetching similar invoice cases to help with invoice case resolution. 1. Identify and confirm the invoice number with the customer. 2. Use the Validate invoice case and fetch invoice tool to validate the invoice case number. 3. Provide the user with a list of options. These include finding similar cases, viewing invoice details, validating the invoice dispute, or closing the case. When closing the case, the user can issue a credit note for the missing quantity, place an order for the remaining quantity, or close the case as an invalid dispute. <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** Close invoice dispute Fetch similar invoice cases Validate invoice case and fetch invoice Validate invoice dispute - **Conversational topics** Fetch invoice case number and interaction id </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_otc.account\_receivable\_agent, sn\_csm\_invoice.agent </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\_otc.account\_receivable\_agent, sn\_csm\_invoice.agent </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 an assistant for Virtual Agent or ServiceNow Otto panel 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> Invoice Dispute Assist </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 support assistant AI agent |
| description | This agent helps users efficiently identify, review, and answer questions related to invoice disputes. It validates information, maintains data integrity, and answers questions regarding the invoice case. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-inv-invoice-dispute-support-assistant-ai-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 |