Customer interaction context gatherer AI agent
The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues.
Workflow
The agent gathers the context for a customer interaction and displays it to the customer service representative.
- Collect the interaction number and any specific request details for the interaction.
- Retrieve the interaction details, and ask the user to confirm the interaction number when no details are found.
- Identify the sold product from the short description of the interaction, which can be a subscriber ID, a phone number, or a named service or plan.
- Ask the user to pick the correct sold product when the short description holds more than one possible value.
- Display the interaction number, date opened, short description, category and subcategory, status, associated account, contact name, contact phone, and sold product.
|
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 |
Get details of customer interaction |
|
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_customerservice_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 |
Customer voice quality issue resolution |
Parent Topic:Customer Service Problem Management AI agents
--- title: Customer interaction context gatherer AI agent description: The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-customer-interaction-context-gatherer-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] --- # Customer interaction context gatherer AI agent The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues. ## Workflow The agent gathers the context for a customer interaction and displays it to the customer service representative. 1. Collect the interaction number and any specific request details for the interaction. 2. Retrieve the interaction details, and ask the user to confirm the interaction number when no details are found. 3. Identify the sold product from the short description of the interaction, which can be a subscriber ID, a phone number, or a named service or plan. 4. Ask the user to pick the correct sold product when the short description holds more than one possible value. 5. Display the interaction number, date opened, short description, category and subcategory, status, associated account, contact name, contact phone, and sold product. <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> - **Script** Get details of customer interaction </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\_customerservice\_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> Customer voice quality issue resolution </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 | Customer interaction context gatherer AI agent |
| description | The agent retrieves the details of a customer interaction and identifies the sold product that the interaction refers to. It gives customer service representatives the account, contact, category, status, and sold product context that they need when they troubleshoot voice quality issues. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-customer-interaction-context-gatherer-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 |