Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection Help remediate bill issues agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection

    The Help remediate bill issues agentic workflow utilizes AI agents to assist in resolving billing inquiries and recommend better plans based on customer usage. This workflow can retrieve account details, current and past invoices, and analyze data to identify high bill usage reasons.

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    Key Features

    • AI Agents: The workflow employs several AI agents, including:
      • Billing Account Information Collector: Handles billing inquiries and retrieves account details.
      • Recommended Plans AI Agent: Generates and confirms service plan recommendations and sends details via email.
      • Billing Invoice Data Collector: Gathers billing invoice data, including account and invoice history.
    • Role Requirement: Users must have the role sntmtagenticai.telcobillinginquirycaseagent to access the workflow.
    • Autonomous Triggers: Ensure the Active button is enabled in the Edit trigger form for the AI agent to operate autonomously.
    • Role Masking: Access to agentic workflows is controlled by specific roles, which must be configured for security.

    Key Outcomes

    By implementing the Help remediate bill issues agentic workflow, ServiceNow customers can efficiently manage billing inquiries, provide tailored service plan recommendations, and enhance customer satisfaction through streamlined operations. The workflow is dependent on the Case Management for Invoice operations and includes functionalities for testing and configuring agentic workflows.

    Use the Help remediate bill issues agentic workflow to handle the billing inquiry case requests and recommend better plans based on the customer usage.

    Help remediate bill issues agentic workflow overview

    The Help remediate bill issue agentic workflow uses a team of AI agents that support the resolution of customer issues. It can handle task requests to retrieve the account details, current invoices, and past invoices. It analyzes the data to identify reasons for high bill usage and recommends better plans based on customer usage patterns.

    Role required: sn_tmt_agentic_ai.telco_billing_inquiry_case_agent

    To modify the Help remediate bill issues agentic workflow, Duplicate an agentic workflow, and adjust the settings according to your requirements.

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Role masking

    Required role: sn_tmt_agentic_ai.telco_billing_inquiry_case_agent

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Help remediate bill issues agentic workflow

    To access the use case:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Help remediate bill issues.

    To create a new use case, see Create an agentic workflow.

    Application dependency

    The Help remediate bill issues agentic workflow has the following dependencies:
    • Case Management for Invoice operations (com.sn_csm_invoice)
    • Product offering recommendations

    To configure the spoke selector, see Configure the spoke selector for external systems.

    Testing the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Test use cases.

    To test the agentic workflow, see Manually test the execution of an agentic workflow.

    AI agents used in the Help remediate bill issues agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    To create an AI agent, see Create an AI agent.

    AI agent AI agent role
    Billing account information collector AI agent

    This AI agent is designed to handle billing inquiries by following a structured approach.

    It retrieves the billing inquiry case details and obtains the billing account details using the account number.

    The agent is intended for use by ServiceNow agents for getting the billing account number.
    Recommended plans AI agent

    This AI agent is designed to facilitate the generation and confirmation of service plan recommendations through a structured approach.

    It follows these instructions:
    1. Generates a recommended plan.
    2. Shows the recommended plan to the user for confirmation.
    3. Verifies whether an email is associated with the customer account.
    4. Triggers the email notification agent to send the recommended plan details to the user.
    Billing invoice data collector AI agent This AI agent collects the billing invoice data like account details, invoice history, and invoice details.