Now Assist for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Sales CRM for Telecommunications AI agent collection order fulfillment AI agent

    The order fulfillment AI agent in Now Assist for Sales CRM for Telecommunications leverages historical order data and large language models (LLMs) to generate and manage tasks needed to fulfill domain orders effectively. It automates the decomposition of orders into actionable tasks by referencing past similar orders, decision tables, and default fulfillment flows.

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    Key Features

    • Task Identification Using Historical Data: The agent analyzes historical order tasks to generate relevant fulfillment tasks for new domain orders, ensuring alignment with proven workflows.
    • Fallback to Large Language Models: If no historical data is found, the agent uses an LLM to determine appropriate tasks, enhancing task generation capabilities.
    • Decision Table Integration: The agent consults configured decision tables to identify Product offering or Category fulfillment tasks for products, services, and resources, supporting customizable task creation.
    • Default Fulfillment Flows: When decision table data is missing, it automatically applies default flows such as Service order trigger, Resource order trigger, and Product order trigger AI agents to create necessary tasks.
    • Task Generation on Domain Order Creation: If no fulfillment process exists for a domain order specification category, a place order task is created that triggers the agent upon assignment.
    • Integration with Group Action Framework (GAF): The AI agent supplements tasks generated by GAF, allowing a combined approach to handling order tasks. Activation of GAF is required to enable this synergy.
    • Configurable and Extendable: Customers can duplicate and modify the AI agent workflows to tailor task creation and fulfillment processes to their specific operational requirements.
    • Autonomous Triggering: The AI agent must be activated via the Edit trigger form by enabling the Active button to allow autonomous task triggering.

    Access and Testing

    • Access the order fulfillment AI agent through AI Agent Studio by navigating to All > AI Agent Studio > Create and manage, and selecting the Order Fulfillment AI agent.
    • Testing is available from AI Agent Studio under Testing by selecting Test use cases, enabling validation of AI agent behavior before deployment.

    Role and Permissions

    The AI agent requires the role snsomtgenai.salesandorderfulfillmentaiagent to operate, ensuring that only authorized users can configure and manage it.

    Use the order fulfillment AI agent to identify the tasks required for domain orders by using historical data from similar orders.

    Order fulfillment AI agent overview

    The order fulfillment AI agent uses historic order tasks to create the order tasks. If the historic data doesn't return any results, then a large language model (LLM) is used to get the response. After decomposition, the order fulfillment AI agent creates order tasks by checking historical and applicable tasks.

    Based on the domain order, this agent retrieves a list of tasks that must be fulfilled. For each such domain order, the agent uses historical data from similar orders to find all such tasks.

    If the Product offering or Category fulfillment tasks defined in the decision table aren’t available to create the fulfillment tasks for product, service, and resource, the default flow Service order trigger fulfillment AI agent, resource order trigger fulfillment AI agent, and Product order trigger fulfillment AI agent are considered to create the fulfillment tasks for an order line item during the fulfillment process. For more information on configuring decision tables, see Decision tables.

    When a domain order is created, if a fulfillment process isn’t defined for that domain order specification category, a place order task is created. When this task is assigned to an agent, it triggers the order fulfillment AI agent for this domain order.

    To modify the order fulfillment AI agent, Duplicate an agentic workflow, and adjust the settings according to your requirements.

    The order fulfillment AI agent adds tasks apart from the generated tasks from Group Action Framework (GAF). To activate the GAF, see Activate Group Action Framework for Now Assist for Sales CRM for Telecommunications. The GAF and AI search are both used for order tasks.

    Role required: sn_somt_gen_ai.sales_and _order_fulfillment_ai_agent

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

    Order Fulfillment AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Order Fulfillment AI agent.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Testing the AI agent

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