Dispute invoice cases via calls

task australia Updated Sep 10, 2026 1 min read now-assist-invoice-mgmt-voice-aiagent.md

Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.

Before you begin

Role required: sn_customerservice.customer

Procedure

Call the customer support number of the B2B seller.
When connected to the Voice AI agent, state your intent to dispute an invoice.

For example, say I want to dispute an invoice or I have an issue with the quantity in my invoice.
Provide the invoice number associated with the issue when the agent asks for it.
State the dispute reason when prompted.

For example, say The quantity on the invoice is higher than what we received.
Confirm the invoice line or lines affected by the dispute.
Review the dispute summary read back by the agent and confirm that the details are correct.

For example, say Yes, that's correct to confirm.

Result

The AI voice agent then creates an invoice case corresponding to the disputed invoice, and provides the invoice case number to the customer over the phone call.

Parent Topic:Invoice and invoice case management using Business Portal

Keywords ServiceNow OttoAI Agentsgenerative AIagentic AI

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---
title: Dispute invoice cases via calls
description: Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/now-assist-invoice-mgmt-voice-aiagent.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [ServiceNow Otto, AI Agents, generative AI, agentic AI]
breadcrumb: [Invoice case self-service, Business Portal, Use, Sales Customer Relationship Management]
---

# Dispute invoice cases via calls

Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.

## Before you begin

Role required: sn\_customerservice.customer

## Procedure

1. Call the customer support number of the B2B seller.

2. When connected to the Voice AI agent, state your intent to dispute an invoice.

For example, say I want to dispute an invoice or I have an issue with the quantity in my invoice.

3. Provide the invoice number associated with the issue when the agent asks for it.

4. State the dispute reason when prompted.

For example, say The quantity on the invoice is higher than what we received.

5. Confirm the invoice line or lines affected by the dispute.

6. Review the dispute summary read back by the agent and confirm that the details are correct.

For example, say Yes, that's correct to confirm.

## Result

The AI voice agent then creates an invoice case corresponding to the disputed invoice, and provides the invoice case number to the customer over the phone call.

**Parent Topic:**[Invoice and invoice case management using Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/invoice-case-self-service.md)