---
title: Case status AI voice agent
description: This AI agent helps users quickly retrieve and understand the status of their cases through a conversational voice interface.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-case-status-ai-voice-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 1
breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI assets, Enable AI experiences]
---

# Case status AI voice agent

This AI agent helps users quickly retrieve and understand the status of their cases through a conversational voice interface.

## Workflow

The agent helps users complete tasks related to case status voice agent.

1.  Welcome and greeting.
2.  Request case number.
3.  Confirm case details.
4.  Retrieve case information.
5.  Generate case summary.
6.  Handle follow-up questions.
7.  Confirm completion and end the call.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Script**

Get case details using number and fields


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_customerservice.customer, sn\_customerservice.consumer

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

snc\_internal, snc\_external

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure a voice assistant using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody>
</table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/c_CustomerServiceManagement.md).

**Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-ai-agents-overview.md)