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

  • Release version: Yokohama
  • Updated July 31, 2025
  • 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 is designed to assist with billing inquiries by utilizing a team of AI agents. This workflow facilitates the retrieval of account details and invoices, analyzes billing data to identify high usage reasons, and recommends more suitable plans based on customer usage patterns. Users can modify the workflow by duplicating it and adjusting settings as needed.

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    Key Features

    • AI Agent Team: A collection of AI agents works collaboratively to resolve billing inquiries effectively.
    • Data Retrieval: Capable of fetching account details, current and past invoices related to billing inquiries.
    • Plan Recommendations: Analyzes usage data to suggest better service plans to customers.
    • Role Masking: Enables control over user privileges during execution, requiring specific roles to access the workflow.
    • Application Dependency: Requires Case Management for Invoice operations and supports product offering recommendations.

    Key Outcomes

    By implementing this workflow, ServiceNow customers can expect to streamline the handling of billing inquiries, improve customer satisfaction through timely and accurate responses, and enhance operational efficiency by automating plan recommendations. Additionally, users can test the workflow to ensure it meets their operational requirements effectively.

    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.

    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

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also 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.