Billing account information collector AI agent
The agent retrieves the details of a billing inquiry case and uses the account number on the case to look up the matching billing account. It returns the billing account number, master plan instance number, and master plan instance description. Other AI agents use this agent to obtain billing account information.
Workflow
The agent collects the billing account information for a billing inquiry case and returns it to the orchestrator.
- Retrieve the details of the billing inquiry case provided by the orchestrator.
- Extract the case account number and the account name from the case details.
- Look up the billing account details by using the case account number.
- Extract the billing account number, master plan instance number, and master plan instance description from the billing account details.
- Return the collected values to the orchestrator.
|
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 |
Fetch Current Billing Inquiry Case Details
Fetch Billing Account Details |
|
Allowed user roles The specific user roles that can access this AI agent. |
Not defined. |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_tmt_agentic_ai.telco_billing_inquiry_case_agent |
|
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 |
Help remediate bill issues |
Parent Topic:Customer Service Problem Management AI agents
--- title: Billing account information collector AI agent description: The agent retrieves the details of a billing inquiry case and uses the account number on the case to look up the matching billing account. It returns the billing account number, master plan instance number, and master plan instance description. Other AI agents use this agent to obtain billing account information. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-billing-account-information-collector-ai-agent.html release: australia topic_type: reference last_updated: "2026-10-22" reading_time_minutes: 2 breadcrumb: [Customer Service Problem Management AI agents, Telecommunications, Media and Technology AI agents, Telecom, Media and Tech AI agents, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Billing account information collector AI agent The agent retrieves the details of a billing inquiry case and uses the account number on the case to look up the matching billing account. It returns the billing account number, master plan instance number, and master plan instance description. Other AI agents use this agent to obtain billing account information. ## Workflow The agent collects the billing account information for a billing inquiry case and returns it to the orchestrator. 1. Retrieve the details of the billing inquiry case provided by the orchestrator. 2. Extract the case account number and the account name from the case details. 3. Look up the billing account details by using the case account number. 4. Extract the billing account number, master plan instance number, and master plan instance description from the billing account details. 5. Return the collected values to the orchestrator. <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> - **Flow Action** Fetch Current Billing Inquiry Case Details - **Script** Fetch Billing Account Details </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> Not defined. </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\_tmt\_agentic\_ai.telco\_billing\_inquiry\_case\_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> Help remediate bill issues </td></tr></tbody> </table>Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/cspm-landing-page.md). **Parent Topic:**[Customer Service Problem Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/cspm-ai-agents-overview.md)
| title | Billing account information collector AI agent |
| description | The agent retrieves the details of a billing inquiry case and uses the account number on the case to look up the matching billing account. It returns the billing account number, master plan instance number, and master plan instance description. Other AI agents use this agent to obtain billing account information. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-billing-account-information-collector-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-10-22 |
| reading_time_minutes | 2 |
| breadcrumb | Customer Service Problem Management AI agentsTelecommunicationsMedia and Technology AI agentsTelecomMedia and Tech AI agentsAI agents libraryAI agents and agentic workflowsEnable AI Experiences |