ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent

---
title: ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent
description: Use this agent to automatically create a customer move order capture journey.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/now-assist-move-order-somt.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Standalone AI agents, Use agentic workflows, Use, Sales Customer Relationship Management for Telecommunications, Telecommunications, Media, and Technology \(TMT\)]
---

# ServiceNow Otto for Sales Customer Relationship Management for Telecommunications AI agent Move order voice AI agent

Use this agent to automatically create a customer move order capture journey.

## Move order voice AI agent overview

The move order voice AI agent helps to manage your inventory by:

-   Collecting information over the phone.
-   Matching the gathered information to existing records in the system.
-   Sharing relevant details.
-   Creating a move order based on the captured information.

To create a move order, AI agent collects these details:

-   Existing service location
-   Product or services to be moved
-   New service location

To integrate AI agent with supported third-party CCaaS \(Contact Center as a Service\) providers, see [Integrating voice assistant with CCaaS provider](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/integrating-voice-service-with-ccaas-providers.md).

To add tools and information, see [Add tools and information to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/add-tool-aia.md) for details.

Role required: sn\_customerservice.consumer

**Important:** In the select channels and status page, make sure that the **Active** button is turned on to activate the AI agent.

## Configure Move order voice AI agent

To configure the AI agent:

1.  Navigate to **All** > **Assistant Designer** > **Assistants**.
2.  In ServiceNow Otto Voice Deployment tile, select **Edit**.
3.  Select **Settings** tab and review the details.

To create SoftPIN, see [Configure Soft PIN](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/configure-soft-pin.md).

## Move order voice AI agent

To access the AI agent:

1.  Navigate to **All** > **AI Agent Studio** > **Create and manage**.
2.  Select **Move Order Voice AI agent**.